Self-Service Analytics PA indicators

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Indicators included in the Self-Service Analytics PA plugin. This plugin provides the indicators and breakdowns you need to create Performance Analytics widgets for putting Self-Service Analytics on your dashboards. This plugin is installed automatically as a dependency of the Self-Service Analytics for Customer Service content pack.

    Table 1. Indicator sources
    Indicator source Version introduced
    Catalog.Views.Monthly Paris
    Catalog.Requests.Monthly Paris
    Community.Feedback.Monthly Paris
    Community.Views.Monthly Paris
    Knowledge.Views.Monthly Paris
    Knowledge.Feedback.Monthly Paris
    VA.Conversations.Monthly Paris
    Deflections.Created.Monthly Paris
    Cases.Resolved.Monthly Paris
    Table 2. Indicators
    Indicator Version introduced
    Catalog: Percentage of requests Paris
    Catalog: Success Rate Paris
    Catalog: Views this month Paris
    Communities: Helpful Feedback Paris
    Communities: Percentage of community viewed Paris
    Communities: Views this month Paris
    Knowledge: Articles viewed this month Paris
    Knowledge: Helpful Feedback Paris
    Knowledge: Percentage of articles viewed Paris
    Number of Catalog requests Paris
    Percentage of helpful Community Content Paris
    Percentage of helpful Knowledge Articles Paris
    Self-Service: Engagements Paris
    Self-Service: Success Rate Paris
    Self-Service: Successful Engagements Paris
    Self-Service: Cost saved Paris
    VA: Conversations this month Paris
    VA: Percentage of Conversations Paris
    VA: Success Rate Paris
    VA: Successful Conversations Paris
    VA: Deflections Paris
    Catalog: Deflections Paris
    Communities: Deflections Paris
    Self-Service: Potential Deflections Paris
    Self-Service: Confirmed Deflections Paris
    Knowledge: Deflections Paris
    Number of deflections Paris
    Number of cases resolved Paris