Guided Assistance Effectiveness (By Guide) - Analytics Cookbook Recipe

Content

Guided Assistance Effectiveness

By Guide

Author: Joe Landers

Difficulty rating:  (Basic) 

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

Knowing how Guided Assistance is performing at the macro enterprise level on a monthly basis is helpful, but in order to move the needle on the overall Guided Assistance Performance Success%, drilling down to success level by Guide is imperative.

Ingredients:

1 Table (dt_stats)

2 Standard Columns 

8 Columns using formulas (4 sum(…), 4 averages using sum (sum(x)/sum(y)), 2 hidden)

8 Calculation (Total and Weighted Average)

Overall description/purpose: A derivative of the standard report Guided Assistance Effectiveness (AcID 179), this report enables the Guide designer(s) to be able to isolate individual Guides and sort them by Success, Time Spent (Customer Effort), Abandons, and raw volume.