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

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

Content

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

Ingredients:

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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