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Knowledge Base Trend Reports

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

  • KB Contribution Trends - Shows the number of Knowledge Base articles created, edited, reviewed, flagged, or deleted over time.
  • KB Popularity Trend - Shows the most viewed Knowledge Base articles by hits and visitors over time.
  • KB Search Trend - Shows the Knowledge Base searches made by portal visitors over time. This report is useful because it helps managers gauge whether their Knowledge Base is becoming more or less effective over time.

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

  • 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.
  • Hits - The number of times a particular Knowledge Base article was viewed.
  • 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.