Knowledge Metrics Dashboard
Updated 2 years ago
by
Fazila Malik
Team-level analytics are available in-app for Admins and Team Members on Business and Enterprise plans.
Team-level analytics provide insight into team performance across request resolution and resource utilization. Unlike org-level dashboards, which capture data across all teams, team analytics are filtered by the team selected.
Team-level dashboards can be accessed by going to: Teams > select team > Analytics
Knowledge Metrics
The knowledge metrics dashboard provide insights into resource utilization across your team including:
Overview
- Auto-resolution rate
- Chat deflection rate
- Auto-resolution rate trend
Knowledge Snapshot
- Total number of resources
- Total number of KBs by creation date
- Most popular KB resources, all time
- Recently added KB resources, all time
- KB resources coming up for review, all time
- Recently flagged KB resources, all time
