Measure successful incident deflection

[nimerkawwa]

we have contextual search enabled on our Service Portal "report an issue" incident record producer. Is there something OOB that will track/measure incident deflection. we would like to know how many users went to the record producer (in service portal) to report an incident and got presented with a Knowledge Article that possibly helped them and ended up in NOT reporting an issue. I am not sure if there is something OOB that can provide this metric.

[SagarBhadke]

@Dominik Simunek 

Here is mine follow up question, I wanna make report in HRSD, On the ESC portal, to make report on user satisfaction

1) By viewing which KB article, which HR case has been raised?

2) KB articles viewed but still HR case has been raised?

Please help me with this. Is it possible?

Thanks.

[Dominik Simunek]

Hi @SagarBhadke , I think that should be doable. See my blog for more details about the table structure and data in it: How to report on Contextual Search usage .

To know which KB Articles were viewed before the HR Case has been raised:

- Relevant Document.Relevant to - this stores the HR Case

- Relevant Doc Detail.Relevant document - stores the KB article (or Catalog item)

- Relevant Doc Detail.Relevancy type - stores the action - you focus here on "Preview"

--> so you can build a report on "Relevant Doc Detail" where "Relevancy type" is "Preview", "Relevant doc table" is "KB Article" and "Relevant Document.Source doc table" is HR Case table(s). Then in the list report you can add needed columns, and you would see exactly which articles were previewed for which HR case.

I hope this helps.

Dominik

[PaulSylo]

this is very helpful. but any chance that you get this reported out? I looking for a similar report. but not sure how to merge these tables and take them out. any help will be highly appreciable.

[Dominik Simunek]

In case it helps anybody, I was also interested in reporting on contextual search usage, and I wrote a blog about my findings How to report on Contextual Search usage .

There is a lot of interesting data there stored and incident deflection can be measured roughly by finding all records in "cxs_relevant_doc" displayed in a record producer (if end users use record producer to raise an incident) where there is no "relevant_to" value as it means no incident got created by that session. Obviously, it might mean also that the user simply left the form, so there might be false positives. For more precise measurement, you could report on "cxs_relevant_doc" records that have only "cxs_rel_doc_detail" records of "relevance" of "This helped" without incident created at the end ("relevant_to" is empty).