Knowledgebase Performance - Analytics Cookbook Recipe

Content

Knowledgebase Performance

Actionable Knowledge Foundation

 

Author: Joe Landers

 

Difficulty rating: (Basic) 

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

Everyone in Business Operations knows every contact management metric under the sun: ABA, ASA, AHT, AWT, CWT, MTTR, FCR, RCR, SVL, NCO, NCH, CSAT, NPS, and many more. For most Oracle Service Cloud clients, the Knowledgebase is interacting with their end customers eight to ten times more frequently than agents and, yet, very few people in any company are familiar with the metrics that define the customer experience with the Knowledgebase. This report is intended to highlight the metrics that tell us how customers are interacting with a Knowledgebase.