Features

FEATURE
BASIC
PRO
PREMIUM
The solve loop
Easy-to-go Onboarding Wizard
KCS phases development tree
KCS roles assignment to agents
Workflow for Contributors and Publishers
Automatic archiving of unused articles
Access control for articles content
Articles database backup
Reporting
KCS key metrics dashboard
Average handle time & First Contact Resolution dynamics
Time to Proficiency distribution
Agent & Team scorecard
Volume and HC saving report
Deflection reporting
Cost savings report
The evolve loop
Articles Quality Index (AQI) asessment
Agents' Performance review
Gamification
Taxonomy & product improvement management
Automatic benchmarking
Semantic clustering for product use cases