SmarterTrack 12.x Help

Knowledge Base Reports

To access Knowledge Base reports, click the reports icon. Then expand the Summary Reports and Knowledge Base Reports folders. The following Knowledge Base reports are available:

  • KB Contribution - Shows the number of Knowledge Base articles an agent has created, edited, reviewed, flagged, or deleted during a set time period.
  • KB Popularity - Shows the most viewed Knowledge Base articles by hits and visitors during a set time period. This report is useful for detecting which KB articles are frequently accessed and which KB articles need to be phased out.
  • KB Searches - Shows the Knowledge Base searches made by portal visitors during a set time period. This report is uesful for identifying what visitors to your site are searching for and for evaluating the performance of search strings.
  • KB Searches Without Results - Shows the Knowledge Base searches made by portal visitors that did not return any search results during a set time period. This report is useful because it helps determine which KB articles should be added or which terms should be added to existing articles.
  • KB Searches Without Views - Shows the Knowledge Base searches made by portal visitors that did not result in article views during a set time period.
  • KB Articles Created - Shows the number of Knowledge Base articles created during a set period of time. This report is useful because it provides an audit trail of all articles created by agents during a time period.
  • KB Articles Modified - Shows the number of Knowledge Base articles edited during a set period of time. This report is useful because it provides an audit trail of all articles edited by agents during a time period.
  • KB Article Events - Shows the number of times Knowledge Base articles were created, edited, reviewed, flagged, or deleted during a set time period. This report is useful because it provides a full audit trail of all administrative actions in the Knowledge Base during a time period.
  • Flagged KB Articles - Shows the number of Knowledge Base articles currently flagged for review. Note: This report is not date-specific and always shows the articles that are currently flagged.
  • Stale KB Articles - Shows the number of stale Knowledge Base articles currently in the system. Note: This report is not date-specific and always shows the articles that are currently stale.

Depending on the report selected, the following report items are available:

  • Agent - The specific agent.
  • Articles Added - The number of Knowledge Base articles added to the system.
  • Articles Deleted - The number of Knowledge Base articles deleted from the system.
  • Articles Edited - The number of Knowledge Base articles edited in the system.
  • Articles Flagged - The number of Knowledge Base articles flagged for review in the system.
  • Articles Reviewed - The number of distinct Knowledge Base articles reviewed by agents.
  • Average Articles Viewed - The average number of articles a portal visitor viewed after conducting a search.
  • Average Result Count - The average number of relevant articles displayed in search results.
  • Date - The time frame during which the event occurs.
  • Event - The event that pertains to the Knowledge Base article.
  • Hits - The number of times a particular Knowledge Base article was viewed.
  • Search String - The keywords queried by the portal visitor.
  • Searches - The number of times a search was conducted for a particular keyword or term.
  • Subject - The title of the Knowledge Base article.
  • Visitors - The number of unique portal visitors that viewed a particular Knowledge Base article.
  • Visitors Searching - The number of portal visitors that searched for a particular keyword or term.