Guided Assistance Performance Summary - Analytics Cookbook Recipe

Content

Guided Assistance Performance

Summary

Author: Joe Landers

Difficulty rating:  (Basic) 

Target persona:  VP Operations, Business Analyst, Call Center Director, Knowledge Administrator, Training Director

Guided Assistance is a fantastic tool used to present complex content with a number of decision points. Guided Assistance Performance provides a comprehensive view of how Guided Assistance is performing at the macro business level.

Ingredients:

1 Table (dt_stats)

12 Columns using formula (1 date_group(), 11 sum(…)(2 hidden))

11 Calculation (Total and Weighted Average)

Overall description/purpose: The standard report Guided Assistance Effectiveness (AcID 179) provides introductory insight into usage volume and average time spent, by Guide. This report leverages the micro-level detail in Guided Assistance Effectiveness, compiles all of the usage statistics for all Guides, and presents it in a monthly format.