Analytics and the pilot report
Who can do this:Service managerKnowledge managerOrganisation administrator
Transcript
- Analytics shows how ServLore is used, and what it delivers.
- Every figure has a definition, so everyone reads it the same way.
- Value counts reused solutions, first-time fixes and answers given without an expert.
- Choose the period, and follow the monthly trend and repeated problems.
- The pilot report compares the figures with the baseline you recorded before ServLore.
Analytics shows how ServLore is used and what it delivers, over three, six or twelve months. Every figure has a Definition, so everyone reads it the same way.
What it shows
Section titled “What it shows”| Card | Figures |
|---|---|
| Key figures | Active technicians, conversations, closed cases, resolved share, average resolution time, escalations, verification decisions |
| Value | Reused solutions, first-time resolution rate, questions answered by the assistant, escalation rate, time to answer, time to the first resolved case |
| Repeated problems, product families with most cases, component failures | Where service effort goes |
| Monthly trend | Conversations, closed and resolved cases, escalation rate and verified knowledge, month by month |
| Answer feedback | Helpful and negative ratings of the assistant’s answers |
The pilot report
Section titled “The pilot report”Pilot report puts your figures next to the baseline recorded before ServLore: the minutes to find an answer, escalations per month and cases per technician, against your target. It also shows the time to value and the knowledge health, ready to print for the management. The baseline is entered under Organisation settings.