You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Questions avoided by intervention

Received Response
10
Views
1
Comments
edited Jun 24, 2019 1:48PM in Knowledge Management 1 comment

Summary

how do I interpret this report

Content

Hi, I need to justify our knowledge bank and I'm trying to ascertain how many Service Requests are not raised because the answer was on the Knowledge bank. I have the Questions avoided by intervention report but I'm finding it tricky to interpret. I know if I hover over the headings it gives more detail but its not really helping me. Is there any documentation that provides more information on how to interpret the stats please? A cursory glance shows an answer effectiveness ranging between 70% and 100% and self service rate between 90% and 99% which seem to be

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!