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Knowledge|Edge™ Information Systems Dashboard

How well is your IS department handling its call load? How quickly do they answer calls and resolve issues? Are they meeting their service level agreements and customer satisfaction goals? With the KnowledgeEdge Information Systems dashboard, you can assess your IS department’s operational performance at a glance.

The Information Systems dashboard charts key IS-related metrics over time, so you can monitor everything from call volume and call abandonment rate to service level agreement compliance and customer satisfaction. And because the data is updated in real time, you can spot emerging issues and address them proactively, before they take a toll on the business. For example, you might note that call volume has just spiked or that average resolution time is worsening over time.

Moreover, each metric includes drill-down reporting that uncovers the underlying drivers of that metric. For instance, from the Incident Management chart, you can drill down to the category of cases and then to case detail.

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