Community Knowledge Base

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.