8.28 Service Desk Knowledge Usage
Dashboard Name | Service Desk Knowledge Usage |
Availability | ASM All Version |
Type | SQL |
Categorisation | SDI 8.28 |
Available Parameters | IPK Status, Logged Date, Channel |
Description
The service desk collects and analyzes data about the number of times knowledge is used by service desk staff.
Requirements / Considerations / Specification / Configuration
Type | Information |
Requirement | Knowledge articles with moderated enabled |
Config | The target percentage is configured through the datasource connection and is a SyncFusion function entitled Target set with a default value of 50%. Analysts must link knowledge articles to calls that they are working on and resolving via knowledge |
Spec | A full 13 month of data (excluding the current month) is reportable. This is a rolling 13 months and allows comparison of previous year month to last reported month. It is drillable to IPK Status, Channel and resolving analyst |
