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.
Download the webinar slides: Metrics For IT Help Desk & Customer Service Organizations