KCS Metrics and KPIs - how to? | Community
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KCS Metrics and KPIs - how to?

  • December 13, 2019
  • 4 replies
  • 0 views
A

Hey,

We're looking into implementing Knowledge Centered Service and I want to start measuring activity already now to establish a baseline.

First I want the ratio between New vs Known tickets:

New = A ticket has been solved with a new created and linked article with the KC app 

Known = A ticket has been solved with an existing article that was found and linked with the KC app (the article was not created

I also want to measure "Unknown"

Unknown = A ticket has been solved without an article being created or linked

I tried different custom metrics but I'm not getting the results I want.

Any help is much appreciated!

    4 replies

    Brett13
    • Brett13
    • Community Manager
    • December 13, 2019

    Hey Andy,

    Have you had a chance to review the following Explore article? Explore recipe: Analyzing Knowledge Capture activity

    You can also take a look at the available metrics and attributes in the knowledge capture dataset here: Guide: Knowledge Capture dataset

    I'll keep this post open in case others can over up more guidance.

    Cheers!

    A
    • Andreas13
    • Author
    • December 16, 2019

    Hey Brett,

    I've looked at those but I'm not getting the result I want.

    My custom metric looks like this

    IF ([Knowledge Capture type]="Created") AND ([Knowledge Capture type]="Linked")
    THEN
    [Knowledge Capture ticket ID]
    ENDIF

    This does not work.

    I'm unable to count the tickets where there was both a Create and Linked event.

    Brett13
    • Brett13
    • Community Manager
    • December 16, 2019

    Hey Andy,

    I reached out to one of our Explore experts and it appears that the Knowledge Capture type can only hold a single value. You'll be limited to using either Created or Linked to pull this data.

    Apologies for the confusion there!

    A
    • Andreas13
    • Author
    • December 17, 2019

    Ouch!

    I should not be given a "green light" on the syntax in the editor then. That is really confusing. 

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