I’m looking for some suggestions about tracking internal Karbon usage. I am discussing with my Karbon CS rep too, but I thought I’d crowdsource some other ideas!
Context
We’ve spent a lot of time recently documenting how we use Karbon and our internal best practices/expectations, and this month everyone in the firm is completing our own Karbon training. As part of this, we want to be able to track and follow up with team members who are struggling to meet our targets.
We don’t currently use Email Insights or Intelligence, so I’m hoping to also get some feedback from those who are using it that would help me build a business case if need be.
KPIs I’m hoping to track!
Triage (these are available in Insights I believe - what (if any) details can be exported? Is this available in the API to push into a spreadsheet?)
- Volume of email in Triage
- Ideally the amount at EOD for each user, and then a daily EOD average across the month
- Average days notifications are in Triage in a calendar month
- Emails, notes, timesheet requests, client tasks, basically anything that comes into Triage!
- Average email response time
Work Items
- Quantity of work items overdue at EOM
- I think I can create a work view and export this on the last day of the month, but ideally I’d like a more automated solution!
- Length of time in each status
- I think this is available to some extent in intelligence, but I can’t tell if it has the granularity I’d want:
- Time in each sub-status, as well as main status
- Broken out by work type, work assignee, contact type
- I think this is available to some extent in intelligence, but I can’t tell if it has the granularity I’d want:
My Week
The only KPI I’ve come up with to track My Week use is the percent and/or quantity of items in each bucket. I’ve come up with some thresholds as a starting point that reflect how we use My Week, but to get the data I have to follow a janky copy/paste/reformat process to get the data in a usable format to analyse.
What options are there for getting summary My Week data using intelligence/API/something else? At this stage think I want:
- Total quantity of items in each bucket
- Total quantity of each type in each bucket (emails, notes, work)
Timesheets
I’m currently reporting on the quantity of timesheets in each status on a weekly basis. This is working pretty well, but this too it involves a janky copy/paste/reformat process from the Time summary page. Again, I’d love to know what other options I have for getting this data!
If your firm is tracking any metrics for how your team uses Karbon, I’d love any additional suggestions!
Best answer by Victoria Peters
View original