Analytics with RightAnswers

Comprehensive Intelligence

RightAnswers offers more than 40 standard reports that give you the metrics you need to manage your knowledge strategy. Discover what’s working for your customers and employees, and see where you can improve. Analyze factors such as:

  • Knowledge creation and maintenance statistics
  • Number of searches and views
  • Average session length
  • Aging status view
  • Solution activity by month or by author
  • Who are the knowledge champions who can help you promote knowledge in your organization
  • Use It, Flag it, Fix It, Add It (UFFA) metrics – a best practice of the KCSSM methodology

Know Your Knowledge Base

Dashboard reports provide a quick summary of key knowledge management indicators across your organization. They offer insights into the health of your knowledge base and provide information on knowledge base usage, effectiveness, and adoption across your range of knowledge users. RightAnswers provides four dashboards:

  • Executive dashboard
  • Customer dashboard
  • Operations dashboard
  • Knowledge dashboard

Dashboards cover the activity in every aspect of your knowledge base, reporting on the progress of your:

  • Knowledge authors
  • Support agents
  • Customers
  • The entire organization

Key Dashboard Metrics

  • Adoption – includes number of searches and views
  • Effectiveness – did the knowledge solve the issues?
  • Utilization – the percentage of your solutions accessed and useful
  • Aging – freshness of the knowledge and reviews needed
  • KCSSM – metrics on how many solutions were flagged and fixed
  • Loyalty – the number of repeat self-service users and visit frequency across various channels
  • ROI – metrics on tickets created/resolved and calls avoided to measure the cost of your service
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Get Ultimate Flexibility

Report Builder lets you easily create custom reports on the data captured throughout the knowledge management and customer service processes. There’s virtually no limit to the types of reports you can define and save to be run or scheduled at any time. Custom reports can be personalized to more easily find the information you’re looking for. For example, you can:

  • Show only the fields that interest you
  • Add granularity and details using filters and sortable columns
  • Combine data from multiple sources and channels
  • Analyze cross-section information

Report structures and their data can be exported in any format to a third-party data warehousing or reporting tool such as Google Analytics, allowing you to incorporate data from RightAnswers and other sources into your reports. Our Client Success team will work with you to determine the types and frequency of reports you should run.

KCS is a service mark of the Consortium for Service Innovation™.

Schedule a demo to learn more about RightAnswers