Knowledge Base Reports

To help administrators and managers measure the Knowledge Base’s effectiveness, a variety of reports are available. The Contribution report shows the number of articles an agent has created, edited, reviewed, flagged, or deleted during a given time period. Article Popularity highlights the most viewed articles by hits and visitors, making it easier to identify which content is valuable and which may need to be retired. Searches displays the terms portal visitors use when browsing the Knowledge Base, while Searches Without Results highlights terms that returned no results, helping teams identify gaps in content. Finally, Searches Without Views shows terms that produced results but were not clicked, providing insight into which articles may need clearer titles, summaries, or keywords. Together, these reports give valuable visibility into how well the Knowledge Base is serving both customers and support agents.

To access Knowledge Base Reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Knowledge Base Reports will display, with all available report categories listed in the left-hand navigation panel.

Contribution - Shows the number of Knowledge Base articles an agent has created, edited, reviewed, flagged, or deleted during a set time period.
Article 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.
Searches - Shows the Knowledge Base searches made by portal visitors during a set time period. This report is useful for identifying what visitors to your site are searching for and for evaluating the performance of search strings.
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.
Searches Without Views - Shows the Knowledge Base searches made by portal visitors that did not result in article views during a set time period.

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

% Finding - The percentage of searches that ended up having a result viewed by an end user.
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.
Avg Articles Viewed - The average number of articles a portal visitor viewed after conducting a search.
Avg 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.
Spider Visits - The number of unique search engine spiders that crawled a particular knowledge base article.
Subject - The title of the knowledge base article.
User Visits - The number of unique portal visitors that viewed a particular knowledge base article.
Total Visits - The number of actual visits a particular knowledge base article received.
Visitors Searching - The number of portal visitors that searched for a particular keyword or term.

Knowledge Base Trend Reports

Knowledge Base reporting in SmarterTrack provides valuable insight into how content is created, consumed, and searched over time. Reports such as Contribution Trend, Popularity Trend, and Searches Trend help managers track article activity, measure which resources are most frequently accessed, and evaluate how effectively the Knowledge Base is meeting customer needs. Together, these reports highlight trends in both customer behavior and content performance, making it easier to spot gaps, refine articles, and ensure the Knowledge Base continues to serve as a reliable self-service tool.

To access Knowledge Base Trend Reports, log in to the SmarterTrack management interface as a System Administrator. From the top menu, click More, then select Reports from the dropdown. Knowledge Base Trend Reports will display, with all available report categories listed in the left-hand navigation panel.

Contribution Trend - Shows the number of Knowledge Base articles created, edited, reviewed, flagged, or deleted over time.
Popularity Trend - Shows the most viewed Knowledge Base articles by hits and visitors over time.
Searches 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 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.
Articles Deleted - The number of Knowledge Base articles deleted from the system.
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.
Searches - The total number of searches performed.
Average Result Count - The average number of results returned per search.
Average Articles Viewed - The average number of search results that were viewed per search.
Searches Resulting in Views - Of the Searches performed, the total number that actually returned a result that was viewed by the person performing the search.
Percent Finding - The percentage of searches that produced viewable results. This is essentially the number of Searches Resulting in Views divided by Searches.

note: Certain items may appear differently, based how items are grouped using the Group By dropdown. For example, The Live Chat Cost Breakdown summary report may show 0 Incoming Live Chat Transfers while the trend report shows a number greater than 0. This is generally due to having the Group By set to Group view versus the Agent view. Live chat transfers only happen between Agents, not Groups.