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Help Desk, Customer Service, Cloud & Security Insights, with a Side of Altruism!

Why Calling IT Service Desk? Category Trends Report

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This report provides a more detailed picture of category usage. The trend line may give you insight into problems that need further investigation.

For optimal use, you can select a single category for detailed analysis and run the report for a year with all categories.

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

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Who Calling IT Help Desk Most Frequently Report

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This help you understand what customers are calling about.

It is inefficient to have service request categories that are not used. First, it slows down the processing of new service requests. Second, it leads to improper categorization. This help desk report displays a list of all categories with the frequency of use. At least once a quarter this report should be run to view the category use distribution. You can then disable categories used infrequently. Frequently used categories can be used in conjunction with a Root Cause report for performance improvement initiatives.

This report helps you pinpoint potential problems. For example, you might want to select a location or region and want to see the service request volume from the top twenty-five customers. This would allow your service department at that location to review all the cases from the most frequently calling customers and create a strategy for reducing the number of contacts. By running this report on a regular basis, you can obtain the information and apply it to an on-going improvement program.

 

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

Click for IT Help Desk Reports, KPIs & Metrics examples

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First Contact Resolution & Knowledge Articles Report

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This report allows you to determine if, as you add knowledge base records, there is an increase in the First Contact Resolution. There should be a strong link, if you knowledge articles are valuable.

 

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

Click for IT Help Desk Reports, KPIs & Metrics examples

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Cloud Customer Service Knowledge Base Search String Report

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This report will also show you the search strings that were used in searches so you can make sure that your database of knowledge articles is meeting the need of searches.

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

Click for IT Help Desk Reports, KPIs & Metrics examples

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IT Help Desk Knowledge Article Statistics Report

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This report will help you understand the flow of knowledge articles and who is the most productive in your organization.

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

Click for IT Help Desk Reports, KPIs & Metrics examples

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Cloud Customer Service Knowledge Base Usage Report

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This is specifically for each knowledge article. There is also a report to tell you when articles were created, last modified and last used.

 

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

Click for IT Help Desk Reports, KPIs & Metrics examples

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IT Help Desk Knowledge Article Rating & Values

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This report will tell you which knowledge article categories are most helpful and highly rated. This will help you monitor and keep the knowledge base relevant to user/customer needs.

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

Click for IT Help Desk Reports, KPIs & Metrics examples

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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

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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.

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

AM Law Midlevel Associates Technology Survey Support Rankings

American Lawyer's Midlevel Associates Technology Survey


Rankings for Technical Support and Technology Overall

 

Giva, Inc. is the sponsor of this reprint from The American Lawyer's annual Midlevel Associates Technology Survey. The rankings included are for technical support and technology overall.

 

2011 AM Law Survey & Giva

 

Click to download Survey

 

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