About the Service Dashboard
Magentrix tracks customer self-service ticketing activities, including search deflections, matching search results, ticket deflections, and searches with no clicks, and searches with no article results. The Service Dashboard provides detailed reports, allowing administrators and support managers to analyze case deflection metrics and unmatched queries. This data is instrumental in refining knowledge base articles to improve customer self-service.
Requirements:
To access the Service Dashboard, users must be assigned one of the following permissions:
- Administrator system role
- Other Settings: Service Management Access enabled
To access the Service Dashboard and ticket deflection reports:
Navigate to the Setup Home page and click Service Management > Service Dashboard.
This page displays a dashboard of all ticket deflection article searches. Results can be filtered by using the top filter and clicking Run Report.
The dashboard can be further filtered according to the ticket deflection workflow result.
- No Results: Searches with no article matches.
- No Clicks: Searches with article matches where the user does not click on a post.
- Tickets Deflected: Searches where the user clicks on a post and does not create a new case ticket record.
- Tickets Created: Searches where the user creates a new case ticket record.
Each ticket deflection workflow results can be drilled down by clicking its report under the Detailed Reports section.