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KB/CP/Guide Usage Summary - Analytics Cookbook Recipe

edited Jul 7, 2017 9:02PM in Reporting & Analytics for B2C Service 1 comment

Content





Usage Summary



Summary of CP, Knowledge, and Desktop Usage



 



Author: Joe Landers

 



Difficulty rating: (Basic) 



Target persona: Chief Customer Officer, VP Operations, Business Analyst, Call Center Director, Knowledge Administrator



This recipe is a derivative adapted from the oldie, but goodie Service Summary report (ID=36). All in one report, you get a view into Customer Portal utility, Agent Desktop contact volumes, Knowledgebase consumption, and how the three relate to each other.



Ingredients:



1 Tables (stats)



12 Columns using formulas



9 Calculations (total and weighted average)



Overall description/purpose: To identify shifting behavioral patterns in the business at a high level over the course of months and years. How much effort are my users expending to find knowledge they need? How does my contact rate relate to my knowledge consumption rate? To what extent are customers attempting to self-serve prior to investing the additional time required to initiate a contact?

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