KCS Metrics and KPIs - how to?

4 Comments

  • Brett - Community Manager
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    Hey Andy,

    Have you had a chance to review the following Explore article? Explore recipe: Analyzing Knowledge Capture activity

    You can also take a look at the available metrics and attributes in the knowledge capture dataset here: Guide: Knowledge Capture dataset

    I'll keep this post open in case others can over up more guidance.

    Cheers!

    0
  • Andy Ramstad
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    Hey Brett,

    I've looked at those but I'm not getting the result I want.

    My custom metric looks like this

    IF ([Knowledge Capture type]="Created") AND ([Knowledge Capture type]="Linked")
    THEN
    [Knowledge Capture ticket ID]
    ENDIF

    This does not work.

    I'm unable to count the tickets where there was both a Create and Linked event.

    0
  • Brett - Community Manager
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    Hey Andy,

    I reached out to one of our Explore experts and it appears that the Knowledge Capture type can only hold a single value. You'll be limited to using either Created or Linked to pull this data.

    Apologies for the confusion there!

    0
  • Andy Ramstad
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    Ouch!

    I should not be given a "green light" on the syntax in the editor then. That is really confusing. 

    0

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