How does the Self Servable quality score know the client did not need further assistance? When does it get updated?
Question
Quality Score Self Servable
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SysAid Copilot is here with our AI Magic!
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**AI magic at your service!**
The Self Servable quality score in SysAid is designed to measure how effectively users can resolve their issues independently using the Self-Service Portal. Here's how it works and when it gets updated:
**Understanding the Self Servable Quality Score**
1. **Data Collection**: The score is based on user interactions with the Self-Service Portal, including the submission of tickets, use of the knowledge base, and other self-service activities.
2. **Indicators of Self-Service Success**: The system tracks whether users can resolve their issues without further assistance from IT staff. This can include successful ticket resolution through self-service options or finding solutions in the knowledge base.
3. **User Feedback**: User satisfaction surveys and feedback mechanisms, such as thumbs up/down icons, can also contribute to the score by indicating whether users found the self-service options helpful.
**When the Score Gets Updated**
1. **Real-Time Updates**: The score is updated in real-time as users interact with the Self-Service Portal and provide feedback.
2. **Periodic Reviews**: The system may also perform periodic reviews to adjust the score based on accumulated data over time.
3. **Reporting and Analysis**: Administrators can view the quality score in reports or dashboards within SysAid, providing insights into the effectiveness of the self-service options.
If you need more specific information on setting up or interpreting the Self Servable quality score in your SysAid system, you might need to consult the SysAid documentation or contact support for more tailored assistance.
**Enjoyed interacting with Gen AI? Curious to see how it works behind the scenes? Join our upcoming [webinar](https://bit.ly/4dNixJr) on September 24th!**
The Self Servable quality score in SysAid is designed to measure how effectively users can resolve their issues independently using the Self-Service Portal. Here's how it works and when it gets updated:
**Understanding the Self Servable Quality Score**
1. **Data Collection**: The score is based on user interactions with the Self-Service Portal, including the submission of tickets, use of the knowledge base, and other self-service activities.
2. **Indicators of Self-Service Success**: The system tracks whether users can resolve their issues without further assistance from IT staff. This can include successful ticket resolution through self-service options or finding solutions in the knowledge base.
3. **User Feedback**: User satisfaction surveys and feedback mechanisms, such as thumbs up/down icons, can also contribute to the score by indicating whether users found the self-service options helpful.
**When the Score Gets Updated**
1. **Real-Time Updates**: The score is updated in real-time as users interact with the Self-Service Portal and provide feedback.
2. **Periodic Reviews**: The system may also perform periodic reviews to adjust the score based on accumulated data over time.
3. **Reporting and Analysis**: Administrators can view the quality score in reports or dashboards within SysAid, providing insights into the effectiveness of the self-service options.
If you need more specific information on setting up or interpreting the Self Servable quality score in your SysAid system, you might need to consult the SysAid documentation or contact support for more tailored assistance.
**Enjoyed interacting with Gen AI? Curious to see how it works behind the scenes? Join our upcoming [webinar](https://bit.ly/4dNixJr) on September 24th!**
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