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

[Garima26]

Thank you for the detailed explanation, I was also using the report which shows incidents and knowledge that was attached. My next question is, you have the data available then what is the next course of action. For eg: There is an application which is one of your top call drivers, there's an existing end user article available for the issue too but seems like the end users are not going to self-help portal or using the chatbot and are directly reaching out to Service Desk. What best practices can we implement to let the end users know we have a solution available for them. 

[Pam Calvey]

I believe my desk (because I've received one) sends a notice out to end users with a friendly "Hi, did you know you could have solved this yourself using 'x'bot?" for things like password resets. Something similar could be done if the agent attaches a self-service article to the incident, or sent as part of a survey request if you do those. 

[Flitdog78]

Do you know how this was generated at all Pam?

I'd love to know how this is done

[Pam Calvey]

I don't know, sorry!

[Eoghan Sinnott]

Hi, 

For best practices around call drivers, first of all we have it mandatory that a knowledge article has to be applied to an incident before it can be closed. We then use the 'Knowledge applied to tasks [m2m_kb_task]' table to run reports on which articles are being used. You can show this as a bar chart and use the 'Group By' function to group by 'Knowledge article - short description' for easy visualisation of the top articles being used. 

Based on this we have then created a generic 'No KB Found' article that agents can use to attach when they can't find a relevant KB for their call. The incidents with this KB attached are reviewed weekly by the knowledge team, to see if they are "genuine" uses. If they are, the KM team then gets a new KB created, if there was a KB in place but the agent couldn't find, it's used as either an education piece for the agent, or meta data is updated as required to make the article more findable.

The most used articles are also reviewed on a weekly basis to ensure that their is a corresponding version available in Self Service where applicable. This is helpful in identifying any emerging trends and making sure our clients are equipped to Self Serve.