Mountain View, CA | November 19, 2024 – SearchUnify, a leading enterprise agentic platform, today announced the launch of its Leadership Dashboard, a powerful analytics visualization tool designed to empower decision-makers with actionable insights to optimize support operations and drive measurable business outcomes.
The Leadership Dashboard provides a consolidated view of key performance indicators (KPIs) related to self-service success, case deflection, cost savings, and knowledge base effectiveness. This comprehensive overview allows leaders to quickly assess the impact of their knowledge management strategy and identify areas for improvement, without needing to navigate through multiple reports.
“In today’s fast-paced business environment, data-driven decision-making is essential for success,” said Vishal Sharma, CTO at SearchUnify. “The Leadership Dashboard aims to provide executives with the insights they need to understand the effectiveness of their knowledge management investments and optimize their support strategies for maximum impact.”
Key Features of the Leadership Dashboard:
- Unassisted Self Solve Volume (Implicit Deflection) Report: This report tracks key metrics like total search sessions, self-solve volume, case deflection, and self-solve rate, providing a clear picture of how effectively customers are using self-service resources to find answers independently.
- Assisted Case Volume Report: This report quantifies the role of knowledge base articles in resolving support cases, highlighting the value of knowledge-centered service.
- Assisted Self Solve Volume (Explicit Deflection) Report: This report measures the impact of the knowledge management system in deflecting support cases and promoting self-service, providing valuable insights into the effectiveness of content and search functionality.
- Cost Savings due to Explicit Deflection ($) Report: This new report calculates the financial benefits of case deflection, providing a clear ROI picture based on the cost per case value provided by the administrator.
The Leadership Dashboard empowers executives to:
- Increase self-service rates: By understanding user behavior and content effectiveness, leaders can make data-driven decisions to optimize self-service resources and empower customers to find answers independently.
- Improve case deflection trends: Tracking deflection metrics helps identify opportunities to further reduce support costs and improve agent efficiency.
- Maximize cost savings: The Cost Savings report provides a quantifiable measure of the financial benefits of effective knowledge management.
- Enhance knowledge base effectiveness: By understanding content usage and identifying knowledge gaps, leaders can guide content creation and optimization efforts.
About SearchUnify
SearchUnify is an enterprise agentic platform, by Grazitti Interactive, and is built on a machine learning and insights engine. The platform boasts a suite of AI-powered products, including Cognitive Search, SearchUnify Virtual Assistant (SUVA), Agent Helper, Knowledge Enabler (Knowbler), and Community Helper. Leading enterprises globally rely on SearchUnify for revolutionizing information discovery and elevating support outcomes.
