With global analytics, you can see how much your employees use your product, where it shows up (e.g., which parts or channels), and analyze trends over time. This allows you to plan capacity, understand employee adoption, align with contracts or limits, and decide what to improve or promote.
Use global analytics to:
- View self-service for HR leaders and platform admins on a single screen executive overview
- Surface up to four headline KPIs with trend context so stakeholders can instantly assess performance
- Enable filtering by role, channel, geography, and custom user properties for targeted analysis
- Reveal which HR topics are generating the most demand and how effectively they're being resolved
- Support a rolling 30-day performance view to smooth volatility and expose genuine trends
Use case
Problem
HR administrators lack a single, authoritative view into how well their self-service investment is performing.
Solution
The global analytics executive overview closes this gap by surfacing the four metrics that matter most to HR leaders - adoption, deflection, and helpfulness presented alongside actionable demand intelligence at the topic level.
Global analytics blocks
The blocks displayed on this dashboard are preset and fixed to provide you with the best overall Global analytics experience.
The global analytics blocks are as follows:
Active users
How user engagement is trending over the selected period, with optional breakdown by channel or custom user property.
Events: These are triggered when users in your system perform actions that are captured and stored by your analytics.
Adoption rate
The percentage of eligible users (those with an active account during the period) who have used the platform at least once.
Eligible users: Potential users that could be added to your system and represented in your analytics dashboard.
Tier zero resolution
The percentage of inquiries handled by the agent with sufficient confidence that were marked resolved (no human escalation required).
Helpfulness
This aggregates both agent and knowledge management thumbs-up/thumbs-down metrics.
Performance overview
Here, performance, resolution, and helpfulness are captured in a graph that displays the trends of each over time.
Active users
This displays active user events by channel in a graph.
Demand drivers
These are based on stored agent conversations, categorized by inquiry type, to provide inquiry and deflection trends.
Deflections: The percentage of completed self-service requests that live representatives would otherwise handle.