What is 'claim preemption'

Preempted claims are claims that were canceled by the client. This happens like this. The client starts creating a claim in their personal account. The system offers them articles based on keywords used by the client.

The client finds the answer, and either clicks 'Helpful' at the bottom of the article, or simply stops writing the claim, and after an hour the session ends automatically (a preempted claim is counted).

Claim preemption is another key metric of the KCS Dashboard, located in its upper central part:

The percentage at the top of the hexagon represents the ratio of the number of preempted claims to the total number of sessions for accessing the claim form.

Clicking on the hexagon allows you to go to the 'Claim Preemption' page and view detailed statistics on preemption.

We recommend reading the article on reporting settings. This article also explains all the nuances of displaying the timeline inside each report.

Hovering over any column of the presented diagrams allows you to see its exact value:

Diagram 'Claim preemption'

This diagram shows the dynamics of claim preemption during the reporting period. The vertical axis shows the percentage of preempted claims, the horizontal axis shows the time scale, configurable in reporting settings.

The columns of the diagram show the percentage of preempted claims in each segment of the reporting period.

To the right of the diagram, information on claim preemption is provided, and the goal for the percentage of preempted claims is indicated. You can quickly edit the goal in the Settings of target values for metrics by clicking on the edit icon in this block:

Time to publication

This bar chart shows how many hours passed from the moment the draft was created until the article was published. The vertical axis shows the number of hours, the horizontal axis shows the time scale, configurable in reporting settings.

Each column shows TFP (Time for Publishing) - the average number of hours from creating a draft to publishing an article at each step of the reporting period.

At the bottom below the diagram, the goal for the number of hours that should pass from creating a draft to publishing an article is indicated. You can change the goal in the settings of target values for metrics by clicking on the edit icon next to the goal: