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:

Contribution - Shows the number of Knowledge Base articles an agent has created, edited, reviewed, flagged, or deleted during a set time period.
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.