Customer Service Cloud Knowledgebase Article by Creator Report

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In ten seconds or less, can you determine which Agents are generating knowledge records and at a very granular level can you determine if this knowledge is solving problems?

Does your firm provide valuable incentives to reward Agents for building and maintaining a high quality knowledge base?

In ten seconds or less, can you determine what categories of knowledge customers need?

In ten seconds or less, can you determine the quality of knowledge by user ratings and how often knowledge records were used to solve problems?

In ten seconds or less, can you determine if an increase in knowledge records is causing an associated increase in First Contact Resolution?

Knowledge Base Records by Creator

This report helps you to understand which knowledge creators are creating high value knowledge. This report displays all the status of knowledge records by each user. It also displays the numbers and percents of all the different status of knowledge base records at a given time. The report tracks:

The number of knowledge base records each user has proposed.

The number knowledge base records each user has had rejected.

The number of knowledge base records approved. For knowledge base records approved, the report will display the problem solving score and the user rating, if you drill down.

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Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms