What report should I reference to see the impact of staff training?

Tier: Basic, Professional, Enterprise 

Overview

Findhelp analytics can be used to understand the impact of training, site promotion, and other adoption efforts. The Site Activity dashboard provides helpful metrics to understand the impact of staff training efforts. 

In addition to reviewing the Site Activity dashboard, also work with your Customer Success Manager to establish key performance indicators for goals around the staff training.

What is the Site Activity Dashboard?

TheSite Activity dashboard provides key metrics to help you understand site adoption. Specifically, the dashboard shows a summary of users, sessions, searches, interactions, connections, referrals, and activities related to follow-up and program management. 

Use this dashboard to:

  • Understand trends of users, sessions, searches, interactions, connections, and referrals.
  • See how site adoption metrics break down across platforms and user groups. 
  • See how site adoption metrics within a certain geography have changed over time.
  • Understand activity coming from specific access points, such as search boxes and URLs. 

Activity_Usage_generic_chart.png

Understand Impact of Staff Training

Note

Access Analytics Definitions article for more details on the metrics discussed in this section.

The Site Activity dashboard includes several charts and metrics to understand how training has impacted staff site usage and adoption. After a staff training, you and your organization may want to how training has impacted the following items:

  • Are staff members accessing the site? Do they have accounts?
  • How frequently are staff accessing the site(s)? 
  • How frequently are staff interacting or connecting with programs?

Users

The Users chart and associated metrics show how many people are coming to your site(s). These charts and metrics provide the total number of people accessing your site(s), the number of distinct people who access your site(s), and the people with or without an account who access your site(s).

Users.png

Staff users tend to be Identified Users.

 

Identified and anonymous information provide insight into people who access your site(s) with or without an account: 

  • Identified User: A person with an account who accessed your site(s). This user may be logged in or using your site while not logged in but has an inferred user based on the user’s cookie and past activity. Staff users tend to be Identified Users. 
  • Anonymous User: A person without an account who accessed your site(s). We are able to determine this by looking at distinct cookies with no inferred user. Community members tend to be Anonymous Users. 

The distinct user metrics show the unique users coming to your site(s). For both the Distinct Identified User and Distinct Anonymous User metrics, if a user visited the site multiple times within the date range specified in the filter, this number only counts the user once. 

Sessions and Searches

After a training session, you should see a jump in Sessions and Searches. This indicates that users are coming to the site more frequently and completing more searches to generate a list of programs.

The Sessions chart shows how frequently are people returning to your site(s). This chart counts consecutive activity from the same user. In other words, every time the same user returns to one of your site(s) it gets counted in this chart. This includes both Identified and Anonymous Users and is determined through the user’s cookies and past activity. 

Activity_Usage_generic_chart.png

The Searches chart shows how frequently people are searching on your site(s). This chart counts any activity that returns a list of programs (ex. postal, category, text).

Training_Impact_searches.png

Interacting and Connecting with Programs

In addition to seeing site usage (i.e., Sessions and Searches) increase after a training, you may expect trained users to contact and connect with more programs. The Interactions, Connections and Referrals charts provide this information: 

Dashboard Metric

Definition

Interactions

Actions taken by a user indicating they are trying to learn about a program for themselves or on behalf of someone else. 

Includes activities such as viewing program hours, visiting the program’s website, or starting a screener.

Connections

Actions taken by a user indicating they are contacting a program for themselves or on behalf of someone else. 

Includes activities such as, electronic referral, clicking a phone or email on the program card, clicking on external link to the programs website.

Referrals

Actions taken by a user indicating they are trying to connect with a program for themselves or on behalf of someone else. 

Includes all Connect Button options such as live, tracking-only, screeners, and those tied to appointments.

 

Just as with Sessions and Searches, you should see a jump in Interactions, Connections and Referrals. This indicates that users are interacting with and contacting more programs. 

Training_Impact_Interactions.png

Filter Tips 

Use filters on the Site Activity dashboard to understand the impact of training in the context of a specific user group or time period.

Activity_Usage_filter.png

Here are some tips on how to use filters on this dashboard to understand the impact of training:

Tip

Use multiple filters at once!

Filter

Use and Example

Site

Use the Site filter to see site activity for one or more of your sites. 

Example: How often are people interacting with programs on my community site?

Group

Use the Group filter to see activity for one or more groups on your site(s). 

Note: You must filter on a specific site before group filter options will be visible

Example: How often is our care management group connecting or referring people to resources? 

Time (i.e. Date Range & Aggregation)

Use the Date Range and Aggregation filters to understand site activity at different times of the year or assess impact of specific adoption efforts like a marketing campaign or training.

Tip: Adjust this filter to ensure that the time period covered encompasses time before and after when the training took place.

 

Other Helpful Dashboard

If assessments are a critical part of your workflow, be sure to access the Assessment Activity dashboard to view trends around submitted assessments. The Assessment Activity dashboard shows submission volumes and trends, how many people were assessed, and what needs were identified. (Note: Assessment functionality is limited to Enterprise customers.)

Independent Practice

This section is intended to help gain comfort with the Site Activity dashboard and to begin to understand the impact of training.

Access the Site Activity dashboard on your site and answer the following questions:

  1. How many identified users use your staff site?
    • Tip: Use Site filter and reference the Distinct Identified User widget.

       

  2. How many searches did a specific group make on your staff site in the last 6 months?
    • Tip: Use Date Range, Site and Group filters and then scroll down to review Searches chart

       

  3. How many program connections did a specific group make on your staff site in the last 6 months?
    • Tip: Use Date Range, Site and Group filters and then scroll down to review Connections chart
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