Regular Reporting

Goal

Track the support team's writing time to identify areas needing more content coverage for products or features, including additional articles, improved agent training, or enhanced ticket templates.

My Role

Knowledge Base reporting owner — I inherited the process from the previous KM, maintained it, and rebuilt parts of it as business needs changed.

Context

Company Size: Enterprise

Role: Knowledge Manager

Period: 2024

Team: 1 KB Manager + 2 Assistants + ~10 Contributors

Toolkit: Oracle CX, 5 sites

Library Scale: 1,300 knowledge articles covering 20 products, catering 5 regions.

Constraints

The reporting process and Excel templates I inherited were built around a specific set of metrics that made sense at the time. As the team's priorities shifted—toward AI-assisted search and a more data-driven content strategy—the templates needed to evolve too. That meant learning the reporting layer in Oracle CX and reworking the calculation logic in the templates.

What I Did

I produced weekly and monthly reports for Support leadership using Oracle CX Knowledge data. Weekly reports tracked contributor productivity: authoring hours per person and the number of drafts and published articles, covering all contributors across the company—KB team members, product managers, technical writers, and other Client Success staff. Monthly reports tracked customer feedback volume by product category and by ticket status (backlog, in progress, canceled, done).

The trends identified in feedback analysis fed into a content improvement backlog, to which experienced Support agents contributed during their dedicated writing time.

Lessons Learned

I learned to build and customize reports directly in Oracle CX and set up auto-delivery of CSV exports, which made the process less manual.