KPI reporting

[thomas_mail]

Hi I am currently looking for the best way to produce a KPI to show the truest results of incident deflection from users not completing the incident form. 

Has anyone found a way to provide numbers from users who perhaps have found a solution KBA during the process of raising an incident from the employee centre and therefore not needed to proceed with raising the incident? 

I am aware users can mark articles as useful during this process but I am finding they are not doing so. 

[Mark Manders]

It completely depends on how you define 'deflecting'. Because 'opening an incident -> seeing an article -> not creating an incident' is one, but how about someone first searching for information and then finding it? Or someone looking around first and deciding to raise a service request instead of an incident?

[thomas_mail]

HI Mark thanks for reaching out. Yes we have ways to track how many articles have been viewed over a time period., word count is available, not sure a service request instead of an incident truly reflects the Incident deflection theory as it may simply be they required a service request to be raised. The particular stat I am interested in is the incident form not being used. We have enabled the articles "Helpful" option but I am finding the uptake is very limited. I am also trying to make sure people are viewing the articles form this form as they generate below the incident form due to issues with us moving widgets around ot the right hand side so I feel like visibility may be an issue. 

[Andy Guerriero]

In my opinion this is quite an elusive KPI and there is not a great measure of it that's based on OOTB analytics. What you're describing is something I'd refer to as "knowledge effectiveness" and you really need to know your own definition of that concept before anyone can suggest how to measure it.

Someone reading a knowledge article and then NOT opening an incident is a pretty mediocre way of measuring the effectiveness of the knowledge article. And, as you noted, engagement with the knowledge feedback tool tends to be low unless someone has a beef and wants to open a KFT.

You really need qualitative and quantitative user research to understand intent and outcome before you can hope to measure and report on such a KPI. I've done diary studies and facilitated usability testing sessions to determine what users hoped to accomplish when they began a service experience, and whether they accomplished it (i.e. and then declined to open a ticket) or just left in frustration or apathy.

[JamesLyleYoung]

Just googling an answer, it came up with something:

Deflection Rate =
( (Contacts/visits that opened the KB but did not submit a ticket) /  (Total contacts/visits that opened the KB) ) × 100. 

There are multiple definitions vendors may use — some are more conservative (e.g., only counting sessions without a ticket within 24 hours) and others are more marketing-friendly (e.g., impressions vs. ticket volume).