Knowbler Adoption Analytics
Real-time analytics provide insights into how well agents are leveraging Knowbler for
achieving the knowledge-first approach.
It is a stacked area graph that keeps you on top of two crucial metrics; the total number of cases closed and the contribution of agent-generated content in closing them. Support Effectiveness Data includes:
- Case Number
- Case Subject
- Case Closed Date
- Article Linked (ID)
- Article Linked (Title)
- Link Date
This report helps you identify the knowledge workers who create the most articles and the impact of their work on reducing the TTR for cases that have the knowledge created by them linked to the case. They, in turn, can guide other employees to better contribute to the knowledge management initiative. Contribution analytics by an agent can be shown through:
- Number of Articles Written
- Number of Articles linked to a case
This report helps discover articles which had zero to very low impact on case resolution. The impact is measured in terms of share count. An article that’s never been shared or shared only one, two, or three times, may require some action. This report helps you identify those low-performing articles and take appropriate action. The sole section in Low Impact KB Articles is Least Used Articles. You can filter the list using:
- Max Share Count
- Last Modified Date
Knowledge Health Analytics
By leveraging the power of machine learning, Knowbler offers real-time insights
into content health and standard.
It lists the contribution of each agent to overall content health by highlighting the agent’s score on each of the following parameters:
- Uniqueness
- Completeness
- Content Clarity
- Title Accuracy
- Links Validity
- Metadata Correctness
Knowledge Performance Analytics
Evaluates knowledge consumption trends and the value of created knowledge in improving
support and self-service outcomes.
Content standard score indicates the quality of knowledge articles on a scale of 10, based on parameters including uniqueness, completeness, title relevancy, link validity and metadata accuracy, content clarity.
Agent Activity Metrics
This presents an overview of agents’ activities, including number of articles
published, revised, articles in backlog, etc.
Organization Level Analytics
To showcase organizations the value of Knowbler, its ROI for support
organizations, and the value they achieved from its adoption.
Intelligent Insights
Fueled by LLM-powered rich insights, Knowbler visualizes the correlation between
cases logged and knowledge base data
By analyzing these clusters and their overlap with existing knowledge articles, Knowbler’s Intelligent Insights dashboard provides actionable recommendations for new article topics, directly addressing identified knowledge gaps.
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