Self-Service: Portal Rates, Deflection by Knowledge Articles and the Effect on Cases and FTE
This lesson is part of the course
In this lesson
You measure the share of requests done in the portal, estimate how many cases knowledge articles deflect, turn that into FTE and check how the case rate per 100 employees has moved.
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Lessons in this course
- HR Staffing Ratios: HR FTE per 100 Employees, Employees per HR FTE and Benchmark Bands Locked
- Case Logs: Cases by Category, Channel and Site and Cases per 100 Employees Locked
- Resolution Times: Working Days, Median and 90th Percentile Locked
- Service Levels: Targets per Category, % Met, Breaches and the Backlog at Risk Locked
- Tiers and Escalation: First-Contact Resolution, Tier 2/3 Share and the Cost of Escalations Locked
- Self-Service: Portal Rates, Deflection by Knowledge Articles and the Effect on Cases and FTE Locked
- HR Cost per Employee: Staff, Systems and External Services and the Cost per Case Locked
- Capstone: Capacity Plan – Forecast Cases, FTE Needed, a Portal Scenario and a Trend Chart Locked