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KCS Answer Citations By Group - Analytics Cookbook Recipe

edited Apr 29, 2020 5:15PM in Reporting & Analytics for B2C Service 2 comments

Content

 

 

 

 

 

 

CITATIONS BY GROUP

 

 

 

 

Knowledge-Centered Service (KCS)

 

 

 

 

 

 

 

 

 

Author: Jeff Elser

 

 

 

 

 

 

 

 

 

Difficulty rating: (Basic)

 

 

 

 

Target persona: Authors, Managers

 

 

 

 

Ingredients:

 

 

 

 

4 Tables (answers, user_trans, accounts, acct_groups). 0 Outer/ 3 Inner Joins

 

 

 

 

4 Columns using formulas (1 sum() & decode())

 

 

 

 

1 Filters

 

 

 

 

Overall description/purpose: This report supports the KCS methodology Technique 7.3: Assessing the Creation of Value. Citations are a measure of the of an author's content by others. Specifically, it counts the number of times agents editing incidents have linked to answers written by a given author. This report aggregates citations by account group and drills down into individual citation counts.

 

 

 

 

Screen shot: Citations by Group

 

 

 

 

 

 

 

 

Master Chef Approved (a.k.a. Data Validated)?

Tagged:

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