8.28 Service Desk Knowledge Usage
Description
The service desk collects and analyzes data about the number of times knowledge is used by service desk staff.
The service desk collects and analyzes data about the number of times knowledge is used by service desk staff.
Dashboard Name
Service Desk Knowledge Usage
Availability
ASM All Version
Type
SQL
Categorisation
SDI 8.28
Available Parameters
IPK Status, Logged Date, Channel
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
