Knowledgebase Consumption By Interface - Analytics Cookbook Recipe
Content
Knowledgebase Consumption
By Interface
Author: Joe Landers
Difficulty rating: (Basic)
Target persona: VP Operations, Business Analyst, Call Center Director, Knowledge Administrator, Finance Director
The two key levers any company can pull when it comes to Knowledgebase ROI are Consumption and Satisfaction. This report provides quick insight into how every interface (business unit) is trending with respect to the Consumption side of the equation.
Ingredients:
1 Table (stats)
1 Standard Columns
2 Columns using formula (1 date_group(...), 1 sum(...))
1 Crosstab Display
1 Calculation (Average)
Overall description/purpose: Understanding the current and historical consumption levels of each business unit (interface) inside of a company provides insight as to where focus needs to be placed in either increasing or decreasing Consumption. For Agent-facing interfaces, a Consumption rate between 200% and 400% is completely understandable. On the other hand, if the average end customer is needing to view 3 to 4 Answer (300%-400%) per Visit (4-hour window), then there may be opportunities in how Search is working and how the Customer Portal is laid out. For end customer interfaces, anywhere in the range of 125%-140% is best practice, depending on