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Customer Service Knowledgebase Article Value Report

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This report is the holy grail to obtain the appropriate KPIs/metrics for an incentive program to reward people for submitting high quality knowledge on an ongoing basis. It is easy to run and very objective.

When an article is used, the problem solving score is incremented by 1. This happens when the article is copied to a resolution in a ticket or emailed to a customer.

Articles are rated by agents as they are using the articles and by customers as they are using the self help portal.

Problem Solving Score- Knowledge Base Record

When a knowledge base record is used, a "Problem Solving Score" is incremented. The search engine utilizes these ratings to prioritize subsequent knowledge base search results. Reports use the "Problem Solving Score" to indicate which knowledge base records have the highest value and which may need improvement.

User Rating Score-Knowledge Base Record

An Agent can rate knowledge base records each time they are used. The search engine utilizes these user ratings to improve subsequent knowledge base search results. Reports use knowledge base record ratings to indicate which records have the highest value and which may need improvement.  

A knowledge base system should learn and get "smarter" over time.

 

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

Click for IT Help Desk Reports, KPIs & Metrics examples

Click for Customer Service Reports, KPIs & Metrics examples