Control Panel KCS - General Overview

The KCS Control Panel is the very first, top section in the left menu. It visually represents a set of blocks in the form of hexagons and rectangles, with which you can quickly see the main metrics of your company and ways to improve them.

You can read about what KCS is here

The KCS Control Panel includes a section with key metrics and 5 phases of development, implementation, and optimization of KCS in your organization.

Key Metrics

This section is represented by 6 hexagons with key indicators of your company: productivity, accuracy of linking (articles with incoming questions), content quality (articles), anticipation of requests, product improvement, and cost savings. We talked about these indicators in detail in a separate article.

At the top of each hexagon is the current indicator (1), at the bottom - the planned goal (2):

The current indicator is calculated for the last month completed at the moment. For example, if today is June 2, then this indicator corresponds to May. You can study it in more detail after clicking on the selected hexagon.

The goal - for each indicator is set by you in the settings (gear icon on the left) in the section "Metric targets".

By comparing current indicators with planned goals, you will be able to quickly assess the current situation in your support service, highlight problems, and vectors for further development.

Phases of Implementation and Development of KCS

Under the key indicators are the phases of implementation and planning of KCS. This is a detailed algorithm for the head, which will guide you from the very beginning of your work in Swarmica, and will help to implement knowledge-centered service as efficiently as possible.

If you have just started working in the system, only the very first stage in the first phase will be active, and the section with the phases of implementation and development will look like this:

By clicking on the "Train Employees" block, you will see a pop-up window with detailed guidance on training and a button "Assign KCS roles":

Clicking on this green button will take you to the Settings - Employee Management section.

When at least one employee with a role and status assigned to him is added there, you will have access to the next section. More about adding and setting up employees can be read here.

The completed stage will be marked with a checkmark on its icon:

An inactive stage has the appearance of a pale gray block. If you hover over it or click on it, you will not see the instructions, but you will see which stage prevents the next stage from becoming active, as well as which stages will become active if this stage is successfully completed.

In the figure below, we hovered over such an inactive stage (1).

The system immediately highlights in red another stage (2), the successful completion of which will open our inactive stage and allow us to start its implementation. In this example, to move to the stage of reducing the share of known problems, you need to increase the accuracy of linking to 90%. And we see the current accuracy of linking above, in the hexagon "Linking Accuracy".

In addition, the system highlights in green 4 other stages (3, 4, 5, 6) - these stages will be opened after the successful completion of our пока ещё inactive stage.

Your global goal is to gradually open all stages, using the presented guidelines, and thus bring your support service to a fundamentally new level.