Performance Assessment 12
Status: Unknown ❓
Mandatory
The system shall provide reports showing the following self-service metrics over a particular period of time.
- Search strings
- Articles viewed
- Feedback on articles
- Deflection/avoidance
and optionally show:
- Abandoned search strings
- Empty search
- Search escalation
These reports will be capable of segmentation by knowledge domain (category, tag, or role.), date/time, owner, creator
Practice/Technique
- Content Health
- Self-Service Measures
Reference: KCS v6 Practices Guide
Technique 5.12: Self-Service Measures