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Answer Effectiveness Macro View - Analytics Cookbook Recipe

edited Jul 7, 2017 11:08PM in Reporting & Analytics for B2C Service 8 comments

Content



Answer Effectiveness



Macro View



Author: Joe Landers

Oracle Service Cloud



Difficulty rating:   (Basic)



Target persona: Chief Customer Office, VP Operations, Business Analyst, Call Center 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.

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