Best Reports for indentifying areas which can be improved by Knowledge?

[StephLindorff]

Knowledge Centered Support theory tells us not to go looking for knowledge to improve; the users will tell us what they need.   However, when you're launching the knowledge program, it's very helpful to promote managerial engagement by starting the conversation with "I noticed that a lot of incidents are incorrectly assigned to your team..." etc. and then explain how knowledge can improve that situation.

Just talking with people on the various support teams will identify the pain points - which reports do you use to put metrics around a known concern?   For instance, how would I identify incidents that started with one team, were assigned to another then bounced back to the original team?

What other reports do you routinely use to identify areas of improvement?

[rgm276]

Stephanie

We actually use a bounced ticket metric, we look at the % of incidents by reassignment count (see below)

We want the % for reassignment count > 2 to be less than 2% of our overall ticket count for the month

and for those that have a high bounce rate of > say 5 or 6, we look at each of those to see what can be done to improve those, such as is there a KB that is not being used, or needs one created, or has there been a recent org change that has not been well communicated, etc...

[gyedwab]

Hi Robert,

I like the "Incident Bounce %" as a metric, it's very useful. Just that report on its own might leave questions about whether Knowledge is behind that... so using Explore Analytics, I decided to run the same report mashed-up with the trend of knowledge usage (apologies that my demo data is a little goofy):

https://my.exploreanalytics.com/pub/view/c2bcf1ea5ca9456289708e0680310d65

You'd be able to see if the two metrics are correlated or not -- if they're not really correlated, then it may be other issues (organizational change, perhaps, or issues with assignment rules).

[rgm276]

Thanks for sharing Guy

I actually do a bit more in-depth like this with our top incident on-call groups

I graph CHANGE, KB VIEWS, KBs ACTIVE, INCIDENT for the team, and INCIDENT for the call center all in one report/graph

(yes, its a very busy chart, but it can really help do a deep dive for a particular manager or team)

you can easily see that KB's increase first call resolution with our staff, and when/if there are spikes of incidents to the team that are not being resolved by the call center, we look for opportunities there to improve our call desk training, update knowledge, etc..

[gyedwab]

Hi Robert,

Sounds like a dense report -- where do you run that report? In Excel, or a BI tool? Do you have the capacity to have it live on a dashboard, or drill through to the data?

My demo data is a little wonky but you're talking about something like this:

https://my.exploreanalytics.com/pub/view/6dd64c8842334988a427847e490375e3

Have you considered providing the same information as a pivot, rather than as a chart? It might be more legible:

https://my.exploreanalytics.com/pub/view/888275c86e554c1fb7dab038b372f7ba