Self-Service Analytics

The Self-Service Analytics framework enables you to gather information about user activities and deflection outcomes related to those activities.

Display the effectiveness of self-service channels by using reports and dashboards based on the data generated by the Self-Service Analytics framework. This Self-Service Analytics data is used by the Self-Service Analytics dashboard for customer service. You can also use the Self-Service Analytics framework in dashboards of other applications that use the Subscriptions and Activity Feed Framework. For more information, see Self-Service Analytics dashboard for customer service.

Analyzing self-service deflection metrics has the following benefits:

• Measure self-service effectiveness through self-service KPIs.
• Quantify successful self-service engagements to take corrective actions.
• Define custom self-service KPIs tailored to your organization.

Activation information

The Self-Service Analytics framework requires the Self-Service Analytics Core plugin (com.snc.self_service_analytics_core). For more information, see Activate Self-Service Analytics.

Note: The data for the Communities and Virtual Agent channels are generated when the Communities plugin (com.sn_communities) and Glide Virtual Agent plugin (com.glide.cs.chatbot) are activated respectively.

• Self-Service Analytics concepts
  You can quantify your self-service effectiveness by measuring case deflections.

Parent Topic:Knowledge Management

Related topics

Configure Self-Service Analytics

Self-Service Analytics concepts

Platform Analytics Solutions for Self-Service Analytics for Customer Service