Knowledge Champion Dashboard

The Knowledge Champion Dashboard is designed for administrators to monitor how support agents create and share knowledge articles.

Dashboard Overview

If the configuration in Advanced Settings is complete, clicking Knowledge Champion Dashboard in the navigation menu will open a dashboard with two main tabs:

  • Leaderboard: Displays KCi (Knowledge Contribution Index) and KLi (Knowledge Linking Index) scores for agents ranked in the top 10.

  • Performance Insights Tab: Shows detailed performance metrics for individual agents.

If multiple Salesforce orgs are connected to the system, admins can use the Service Desk Management Tool dropdown to select the desired org.

Fig. A snapshot of the Knowledge Champion Dashboard.

Leaderboard

The Leaderboard includes three tabs to track agent performance:

  • Knowledge Linking Index (KLi): Lists the agents who, cumulatively, link the most articles to cases. The number of knowledge articles linked depends on the opportunities available to the agents. Articles linked by agents who are not part of the Gamification program are excluded.

  • Knowledge Contribution Index (KCi): Highlights the most active knowledge article creators. The number of knowledge articles created depends on the opportunities available to the agents. Articles created by agents who are not part of the Gamification program are excluded.

  • Knowledge Effectiveness Index (KEi): This feature will be available in the next release. (Currently disabled)

Fig. A snapshot of the Leaderboard with three tabs.

Viewing the Leaderboard

  • Each tab displays the top 10 ranks based on their respective scores. If two or more agents have the same KLi or KCi score, the Leadership dashboard will display more than 10 agents.

  • The top three ranks are prominently displayed. You can view the name, rank, score, and badge of each agent. To view an agent's performance, click the arrow button.

    Fig. A snapshot of the three agents with the highest score in the Knowledge Contribution Index tab.

    When two or more agents achieve the same score, they are assigned the same rank on the leaderboard. All agents sharing the rank are visible, and you can navigate through them using the arrow buttons.

    Fig. A snapshot of what happens when there are multiple pretendants for the top position.

  • The next seven agents are listed in a table. The table includes the following details for each agent: name, rank, score, badge, email, and reputation score. To view an agent's performance, click the arrow button.

    Fig. A snapshot of the top performing agents in the Leaderboard.

Performance Insights

The Performance Insights tab provides a detailed, time-based view of an individual agent's performance. Use the Agent dropdown to select a specific support agent.

Fig. The Agent dropdown on the Performance Insights tab.

This section contains the following information, divided into three cards and two charts:

Cards

  1. Knowledge Linking Index (KLi):

    • Rank. The agent's rank in the team.

    • Agent Score: KLi for the current month.

    • Average Score: Average KLi for the current month.

    • Best Score: Highest KLi achieved during the current month.

  2. Knowledge Contribution Index (KCi):

    • Rank. The agent's rank in the team.

    • Agent Score: KCi for the current month.

    • Average Score: Average KCi for the current month.

    • Best Score: Highest KCi achieved during the current month.

  3. Knowledge Effectiveness Index (KEi):

    • This feature is not yet available and will be launched in the next release.

    Fig. The three tabs for the selected agent in Performance Insights.

Charts

The charts depend on the selected card. If the Knowledge Linking Index (KLi) is selected, then the KLi Score and KLi Reputation Score charts are displayed. If the Knowledge Contribution Index (KCi) is selected, then KCi Score and KCi Reputation Score charts are displayed.

Score Charts

  • KCi Score Chart

    • Displays the agent’s KLi Score over the rolling period. You can place the cursor anywhere over the trendline to view Closed Cases, Closed Cases with Linking Opportunities, and Closed Cases with Knowledge Linked for a month.

    • Includes total Linking Opportunities and Cases with Knowledge Linked.

    • Placing the cursor over fx displays the formula used to calculate the KLi Score.

      Fig. A snapshot of the KLi Score chart.

  • KCi Score Chart

    • Displays the agent’s KCi Score over the rolling period. You can place the cursor anywhere over the trendline to view Closed Cases, Closed Cases with Knowledge Creation Opportunities, and Knowledge Created for Closed Cases for a month.

    • Includes total Creation Opportunities and Knowledge Created.

    • Placing the cursor over fx displays the formula used to calculate the KCi Score.

      Fig. A snapshot of the KCi Score chart.

You can email yourself a zipped CSV file containing the KLi and KCi score data for up to 10,000 records by clicking the download button.

Reputation Score Charts

  • KLi Reputation Score Chart

    • Shows the agent’s KLi Reputation Score trends over the rolling period. By placing the cursor on the trendline you can view the KLi Reputation Score for a month.

    • Displays the agent's badge.

    • Displays the Agent Score, Average Score, and Reputation Score.

    • The data is updated at 12AM on the first day of each month.

      Fig. A snapshot of the KLi Reputation Score chart.

  • KCi Reputation Score

    • Shows the agent’s KCi Reputation Score trends over the rolling period. By pointing the cursor on the trendline you can view the KCi Reputation Score for a month.

    • Displays the agent's badge.

    • Displays the Agent Score, Average Score, and Reputation Score.

    • The data is updated at 12AM on the first day of each month.

      Fig. A snapshot of the KCi Reputation Score chart.

Related Documents