Application Insight for End-User Support

More cost-effective, proactive end-user support

Tier one and tier two end-user support is costly – but not providing effective support is even more costly. With real insight into the end-user experience, end-user support teams can pinpoint the root cause of problems faster, increase first call resolution rates, reduce overall call time and volume, and get users back to optimal productivity more quickly.

Knoa Experience and Performance Manager (EPM) enables help desk personnel to solve problems faster and proactively reach out to users experiencing frequent issues. With a detailed log of the end-user's interaction with the application in-hand, support personnel can instantly scan the facts and start analyzing root cause, rather than interrogate an end-user about how the error occurred.

Increase support team efficiency

By eliminating layers of troubleshooting, Knoa EPM can help your support team:

• Reduce time spent with end-users, maximizing help desk resources and end-user productivity
• Accelerate time to resolution/lower average TTR
• Reduce unnecessary escalations to tier two support
• Proactively identify users with frequent issues
• Eliminate costly on-site visits and non-reproducible problems

Get the metrics and insight to implement these end-user support best practices

1. Evaluate end-user performance as the first step in root cause analysis
   End-user behavior is often the true cause of reported "application problems". Use a Knoa inquiry to compare the experience and performance for a specific user to that of a peer group. Quickly guage the user's active utilization, response time, system errors, and "User errors".
2. Eliminate time-consuming end-user interrogation, improve the support experience
   Knoa EPM provides workflow detail from an end-user's application session so you can see exactly what transpired prior to the reported error. No need to ask the user to recreate their actions, list which applications were running, or describe specific error messages.
3. Proactively contact end-users who are having problems
   When the application is experiencing a known issue, help desk personnel can reference Knoa EPM Utilization Reports to identify, and proactively notify, end-users who frequently work with that aspect of the application. By monitoring both utilization and error metrics, the end-user support team can spot a problem before users start reporting it, reducing call volume.
4. Evaluate the impact of hidden "system errors" on the end-user population
   While often unreported, intermittent errors can still significantly reduce productivity, given their cumulative impact. These hidden issues also create a negative end-user experience and can affect utilization rates. Knoa EPM can identify transactions with a high number of system errors and show how many end-users are impacted. Drill down to reveal frequent, recurring issues that affect a small population and infrequent errors that affect many.
5. Determine appropriate help desk staffing levels
   Application utilization fluctuates since processes often occur on certain days of the week or month. Reviewing Knoa utilization and error reports will help you predict appropriate staffing levels for various usage times.