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Can you view Answer Usage by SLA?

edited Mar 7, 2024 5:31PM in Reporting & Analytics for B2C Service 1 comment

We're looking for a way to review answer usage by users based on the various SLAs in place in our customer portal. An SLA is given to a customer based on the product(s) they contract to use. Some aspects of these products overlap so we use Access Levels to reduce redundancy in answer content.

Here are example scenarios of SLA to Access Level mapping.

  • SLA 1 is tied to Access Levels A and B.
  • SLA 2 is tied to Access Levels B and C.

We would like to view answer usage based on SLA to determine which content is most utilized by users with SLA 1 compared to SLA 2. For example, is the content in Access Level B viewed more by SLA 1 or SLA 2?

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