Top Call Drivers

[Garima26]

I'm currently working on analyzing the top call drivers and would like to know if there are some best practices which can be implemented, which reports are helpful, how to encourage end users to utilize end user facing articles available on the self help portal or use chatbot instead of reaching out to Service Desk

[KnowledgeSeeker]

I would love ideas on how to generate this report as well. This could be really helpful.

[mbernste]

We have a policy that all knowledge should be attached to a ticket when closing.  I created a hop report based on the number of hops that includes the article that was attached at closure.  In the report I look for the top articles used to close the ticket to get an idea of top call drivers.  If it is 0 hops then it was a FCR.

[KnowledgeSeeker]

Can you expand more on how you created that? I have the same report which shows incidents and and knowledge that was attached. How do you pull out the top articles?

[mbernste]

Below is the query I used to generate the report.  Usually, I export it so that I can play with it a bit in Excel such as filter by knowledge base, category, etc.  While I know you can do all of that from within ServiceNow, I just find it easier and quicker to do it in Excel.  The table I use to get the data is called knowledge applied to tasks (m2m_kb_task).