Skills CX operations
Self-service funnel analysis
Teams report article views and ticket volume as if one explains the other. They do not. A customer can read three articles and still open a ticket — and that sequence is usually a self-service failure, not success. The funnel you need is.
npx rulebase-skills install cx-self-service-funnelWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “self-service funnel”
- “contact after viewing an article”
- “why doesn't the help centre deflect”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Define the funnel steps
Contact-after-view (CAV) — contact within a defined window (often 24–48h) after an article view in the same session or for the same customer_id.
Instrumentation requirements
If any of these are missing, state what you cannot conclude.
Match KB to contact drivers
Export top contact drivers (taxonomy or tags) and map each to: Primary article, CAV rate and view volume, Contained bot sessions on same intent, if applicable.
Success metrics that are not vanity
True deflection requires knowing whether the contact would have happened without self-service — historical funnels only describe association. Holdouts and matched pre/post at driver level are stronger when you need a causal claim.
Traps
"Helpful" votes. Satisfied readers vote; angry readers contact. Votes skew positive; CAV catches the rest.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
