Leadership Dashboard

The Leadership Dashboard contains reports summarizing the key metrics that a decision maker needs to increase the self-service rate, improve case deflection trends, increase cost savings, and improve the effectiveness of their Knowledge Base. The leaders focused on the big picture will find the Leadership Dashboard useful because it allows them to review key data metrics without them having to read through multiple analytics reports.

You can view the Leadership Dashboard in Search Analytics > Leadership Dashboard.

Fig 1.View of the Leadership Board in Search Analytics.

The following reports are a part of the Leadership Dashboard. More reports will be added in the future.

• Unassisted Self Solve Volume — provides insights into how effectively knowledge base articles deflect cases.

• Assisted Case Volume — quantifies the role of knowledge base articles in solving the cases.

• Assisted Self Solve Volume (Explicit Deflection) — provides a clear view of your Knowledge Management (KM) system's role in reducing support case volume and improving customer self-service.

• Cost Savings due to Explicit Deflection ($) — provides a comprehensive view of the savings from deflecting customer support interactions through self-service.

By reviewing this data at regular intervals, the admins can take decisions that reduce support costs, improve customer satisfaction, and scale support without a significant increase in support staff.