Knowledge Champion Dashboard & Gamification

Introducing the Knowledge Champion Dashboard: A Dynamic Hub for Agent Performance

SearchUnify's Knowbler now features a powerful gamification module, centered around the dynamic Knowledge Champion Dashboard. This innovative addition empowers support organizations to motivate agents, foster a knowledge-sharing culture, and drive exceptional customer experiences.

Turn Knowledge into Measurable Business Impact

Leaderboard

Showcases the top 10 performers for key knowledge metrics, fostering healthy competition and recognizing top contributors.

Performance Insights

Offers personalized performance data, historical trends, and targeted recommendations for individual agent improvement.

Key Metrics Powering Gamification

Knowbler's gamification module tracks agent performance based on three key metrics

Knowledge Linking Index (KLi)

Measures how effectively agents link existing knowledge articles to support cases. A higher KLi indicates a strong knowledge-sharing culture and contributes to faster resolutions and increased customer self-service.

Knowledge Contribution Index (KCi)

Tracks agent contributions to knowledge creation. By creating high-quality articles, agents boost productivity, reduce escalations, and enhance the customer experience.

Knowledge Effectiveness Index (KEi)

A composite metric evaluating the overall impact of agent-created knowledge, considering reuse by other agents, contribution to self-service success, and customer satisfaction ratings. A higher KEI demonstrates impactful knowledge creation, improving organizational learning and the customer experience.