Knowledge Performance dashboard

Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Analytics > Queue Observation > View
  • Analytics > Dashboard Configurations > Edit  or Analytics > Dashboard Configurations > View
  • AnalyticsflowObservationView
  • AnalyticsflowAggregateView
  • DirectoryUserView
  • RoutingQueue View
  • RoutingWrap-up CodeView
  • ArchitectflowOutcomeView 
  • ArchitectflowView
  • Workforce Management > Real-Time AdherenceView

    Access the Knowledge Performance dashboard

    To view the Knowledge Performance dashboard, follow these steps:

    1. Click Performance > Workspace.
    2. If the Knowledge Performance dashboard does not appear in the tabbed view, then add the view:
      1. Click Add. The list of available views appears.
      2. Search for Knowledge Performance, or scroll to Other and select it from the list. 

    Overview

    The dashboard provides insights into customer activity.

    Click the image to enlarge.

    Knowledge Performance dashboard

    Sessions

    A session is a visit in which a customer interacts with the website to get an answer.

    Examples:
    • The customer asks a question in a widget on the website
    • The customer views an FAQ answer
    • The customer reads an article in your Support Center

    A session can include one or more queries.

    Queries

    A query represents a customer’s attempt to gather information or perform an action. All follow-up actions around the same information are also queries.

    Example: If it takes a visitor five questions to find the cheapest hotels in the area, then those five questions translate to one session and five queries.

    Session self-service

    Session self-service score is the total number of queries with no negative signals divided by the total number of queries.

    Negative signals include the following:

    • Unanswered interactions
    • Interactions that contain negative feedback

    Customer effort

    The customer effort provides insight into how your escalation channels are performing. When a customer chooses to continue using chat, email or phone, the customer effort score changes accordingly.