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Answer Effectiveness Micro View - Analytics Cookbook Recipe

edited Jul 10, 2017 3:19PM in Reporting & Analytics for B2C Service 1 comment

Content





Answer Effectiveness



Actionable Knowledge Foundation



 



Author: Joe Landers

 



Difficulty rating: (Basic) 



Target persona: Business Analyst, Training Manager, Knowledge Manager, Knowledge Administrator



Understanding the contribution your knowledgebase is making to Customer Experience and Business Operations at the macro-level is the first step. In order to improve the monthly figures in Knowledgebase Performance, it's crucial to be able to drive down to the Answer level.



Ingredients:



2 Tables (kf_answer_stats, answers) Inner Joined



11 Columns using formulas



9 Calculations (All Totals)



Overall description/purpose: This modified version of Answer Effectiveness provides insight into how each individual Answer is performing. Understanding strengths and weaknesses of each Answer, how they compare to one another, and what the norms are for your knowledgebase pave the way to continuous improvement.

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