Lack of knowledge by categories
Modified on: Wed, 1 Jul, 2020 at 9:28 AM
The analysis of the lack of knowledge by categories is another key aspect in the knowledge management of your organization.
From the Administration Area you can carry out this analysis, using the following sources of information:
In the section “How many questions have been made to Zap?”, select a period of time that you are interested in and observe the evolution of the "Questions asked to Zap" at a quantitative level given:
The number of users who have asked at least one question
The total number of questions asked to Zap by those users
Note: We remind you that the activity of deleted users is reflected in the results of this section, according to the period selected.
Note: In the Home area, all data is calculated taking into account the activity of users from Monday to Sunday.
Without answer and With only one answer questions lists
Both lists of questions are of enormous value in managing your organization's knowledge. They will help you to:
Identify which categories or topic areas are most asked about and therefore most unknown to users
Take decisions and actions based on quantitative and qualitative data. For example, set up a training with the most frequently asked questions about one category or topic area
In the Knowledge Dashboard you will be able to compare the lack of knowledge in the different categories or topic areas. You can do this through the following sources of information:
Average score of the categories
By selecting all the trainings, a combined Knowledge Dashboard is generated that includes all the categories and all the segments. This can help you get an overview of the knowledge gap by category. If you need it, you can also apply filters by segments as explained in the article Lack of knowledge by segments
In the "Knowledge" section you will find:
Average score, refers to the average score of all categories and it is the sum of the average score of each individual category divided by the number of categories included in the trainings. Calculated on a scale from 0 to 10
Category with the lowest average score, i.e., the category that is least known
Average score of each category, inside each category you will find a number, it is the average score. This score is the sum of the correct answers of the category divided by the total number of questions of that category included in the trainings
Top failed questions
After filtering by the category or categories with the lowest average score, in the "Knowledge" section, in the list of Top failed questions you will be able to access:
The total number of mistakes for each of the questions in that category or categories
Through the "pie chart" button of each question you will be able to analyze:
The distribution of each incorrect alternative, through the % of times that each alternative has been selected in relation to the total number of times that question has been answered
By mousing over each alternative you will be able to see the number of times each one has been selected
Note: For example, if processes have recently changed in your organization, analyzing the distribution of the answers will help you know if the employees have internalized the new processes or continue to opt for the previous ones.
Note: In the pie chart, the correct alternative is always represented in green.
In our article Export Top Failed Questions, we explain where and how you can download the rankings in this section.
Knowledge ranking by categories
You can analyze the lack of knowledge by categories through the Knowledge Ranking in the "Rankings" section.
In the Knowledge Dashboard, filter by the category or categories with low average scores to compare the different results:
Average score: It is the sum of the points obtained by each user divided by the total number of active users
Max: It is the maximum number of points obtained
Min: It is the minimum number of points obtained
Number of successes: The list of users is ordered from top to bottom starting with those with the highest number of correct answers to those with the lowest. People with the same points are ordered according to the speed with which they have answered the questions correctly
Average score: The list of users is ordered by those people with a greater number of correct answers in relation to the total number of questions answered. Calculated on a scale from 0 to 10
Note: In the excel of the Knowledge Dashboard, the Right Answers Relative Ranking sheet corresponds to the Average score in the Administration Area. Check out our article Export the Knowledge Dashboard
In our article Export the Rankings, we explain where and how you can download the rankings from this section.
Note: The analysis of organizational lack of knowledge will help you plan future trainings directed to specific groups of people according to the areas or topics on which they have shown to have less knowledge.
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