Luma Knowledge Dashboard provides Key Performance Metrics in Artifacts Usage, Money, and the value that brings to the organization. It enables a system administrator to view the key metrics related to Artifacts retrieval, User Request Insights, and Channel performance inLuma Knowledge. This DashBoard is beneficial in many ways, and empowers Management, Curators to get real-time data on the system performance and effectiveness.
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When the users are satisfied with an artifact returned, it is termed as a Solved request. That is, the user responds to the below feedback question as 'Yes.'
Did the artifact’s topic match the original knowledge request (Yes or No)?. This question is configurable but is meant to ask the user if the artifact it answered the user's question. Only a “Yes” or thumbs up response will indicate a “Solved“ question.
The number here indicates the total count of such solved requests for the tenant within the selected date range.
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An administrator can view details of all Ineffective Best Response in this panel. Based on the user’s request, the administrator can update the content in the existing artifacts or curate new artifacts and FAQs to improve the efficiency of the system.
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Forensics
Based on the artifact usage and best response identified for user inquiries, Luma Knowledge assesses the quality and availability of knowledge in the system. This section lists the artifacts that are no longer in use or the inquiries that do not result in a response.
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For more information on updating the artifact or deleting the artifact refer https://serviceaide.atlassian.net/wiki/spaces/DOC/pages/1430683911/Knowledge+to Knowledge Store
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Knowledge Gap
This section lists the Knowledge Gaps recorded for your Tenant. These are searches or user Inquiries for which Knowledge/Artifacts are not available in Luma Knowledge. If User Inquiry does not return a Result, the system considers ‘No result’ as feedback on content available in the system. This implicit feedback is used to derive the metrics.
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