Customer Experience Reports
Reports to understand how customers and agents are consuming content.
To access Customer Experience reports, navigate to Site Tools > Dashboard from the toolbar.
- Customer Insights Report
- Also known as the User View and Search Report, the Customer Insights Report provides a full list of user view and search activity.
- Page Views Report
- The Page Views report gives you visibility into who is consuming content, how, and from where. Use this information to make informed knowledge management and optimization decisions.
- Path Completion Report
- How users view and complete Expert Paths.
- Search Insights report
- The Search Insights report provides data for how users search within your Expert site and through your Touchpoints.
- Self-Service Report
- Track customers' self-service activity to see how many people are getting what they need when coming into the CXone Mpower Expert-powered site versus the amount of people coming into the site without resolving their problem (and who end up submitting a ticket).