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Incident Closure Using Knowledge (Knowledge Advanced) - Analytics Cookbook Recipe

Received Response
edited Apr 29, 2020 5:12PM in Reporting & Analytics for B2C Service 1 comment


Incident Closure Using Knowledge

(Knowledge Advanced)

Insight into Volume of Incidents and Use of Knowledge in Closing Incidents


Author: Shripada Hebbar

Difficulty rating: (Beginner) 

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


2 Tables (Incidents and user_trans)

Columns using formulas (*)

2 Filters

Overall description/purpose:  

To understand the volume of Incidents closed using Knowledge for a selected date range. There are two graphs in this report. The first graph shows the volume of incidents (Total Opened, Total Closed and Total Closed but linked to Knowledge) against Incident Created Week. 

The second chart shows the ratio of Incidents closed using Knowledge to Total number of Closed Incidents during the same period. 

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