8.28 Service Desk Knowledge Usage

Beginning with ASM Version 10, embedded Dashboarding and Reporting functionality was provided through the Syncfusion Dashboard Platform. Alemba used the latest version of the Syncfusion Dashboard Platform v4.1.0.84 under a Global Embedded License with Syncfusion. Support for this platform ended December 2024.

From September 2022, the Syncfusion Dashboard Platform entered the Extended Support phase of its product lifecycle until the end of September 2024. As Alemba is a Premium Support partner with Syncfusion, this was extended until the end of December 2024.

As of December 2024 (10.6.8.15038), ASM Supports connections to Bold BI natively for Analytics.

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

Screenshots

Chart Description automatically generated