Knowledge Management Analytics
Simple and fast to an individual reporting
The Insights you Need to Better Serve Customers
Know your service, inside and out with detailed analytics and reports on engagement metrics, search patterns and insights to improve agent and content performance. Built-in reports deliver actionable insights for knowledge managers to identify content gaps, inquiry trends and search performance. Better plan your staffing requirements, training needs and uncover new opportunities for improvement.
Limitless Opportunities to Optimize Planning, Content and Costs
USU Knowledge Management analytics tool helps you to reduce operating costs and improve performance in a variety of ways such as:
Understand how effective your knowledge base is
Identify peak inquiry times
Discover bottlenecks in your processes
Gain insight into least and most used search terms
Find searches with no results and identify content gaps
Gamify employee content contributions and feedback
Analyzing your Operations is as Easy as Pie Charts
If you’re serious about optimizing customer experience, then it is critical to not let valuable data go to waste. Make data your friend.
- Define and create custom reports using the analytics wizard
- Slice and dice your data like an Iron Chef
- Create custom dashboards or export data to your BI tool
Use Built-in Reports or Customize Your Own
- Searches with no results
- Average time in status for editorial workflows
- Most used documents
- Search report
- Document health report
- Average document age
- Feedback report
- Unused documents
- Documents used versus confirmed correct
