With the knowledge base curated reports, admins and agents can get key insights about their article and agent performance so that the content creation process can be improved further. The curated reports are split into 3 sections:


To access curated reports, go to the Reports and Analyticstab and click on AnalyticsFrom thedrop-down on the analytics page, choose Curated reports. You will be able to see the Knowledge base report under the list of available curated reports.


Overview

The overview gives you a snapshot of your overall knowledge base performance so that you can understand how your key article metrics have changed over time.



The widgets that are displayed under Overview are as follows:


Widget nameDescriptionMetrics and valueFiltersGroup byChart
Article viewsDisplays the total article views and the % change in a specified time periodMetric - Article views
Value - Total
Date range dimension - Time periodNoneText
Article likes
Displays the total article likes and the % change in a specified time period
Metric - Article likes
Value - Total
Date range dimension - Time period
None

Text
Article dislikesDisplays the total article dislikes and the % change in a specified time periodMetric - Article dislikes
Value - Total
Date range dimension - Time period
None
Text
Article feedbackDisplays the total article feedback and the % change in a specified time periodMetric - Article feedback
Value - Total
Date range dimension - Time periodNoneText
Article suggestedDisplays the total article suggested and the % change in a specified time periodMetric - Article suggested
Value - Total
Date range dimension - Time periodNoneText
Article performance trendsDisplays the total article views, likes and dislikes on each date in a specified time periodMetric - Article views, Article likes, Article dislikes
Value - Total
Date range dimension - Time periodDateLine chart



Note: To view the widget details, change tomode by clicking the button on the right top corner and select the relevant widget. You can learn more about the details of a widget here.



Article insights

The article insights section of the curated reports enables agents to identify the best or the least-performing articles at a glance and make the necessary changes to the knowledge base.



The widgets that are displayed in this section are:


Widget nameDescriptionMetrics and valueFiltersGroup byChartRank order
Most viewed articles
Displays the top 10 most viewed articles in a specified time period
Metric - Article views
Value - Total
Date range dimension - Time periodArticle nameSummary tableTop 10
Least viewed articles
Displays the bottom 10 of the most viewed articles in a specified time period
Metric - Article views
Value - Total
Date range dimension - Time period
Article name

Summary table
Bottom 10
Most suggested articlesDisplays the top 10 most suggested articles in a specified time periodMetric - Article suggested
Value - Total
Date range dimension - Time period
Article name
Summary tableTop 10
Most liked articlesDisplays the top 10 most liked articles in a specified time periodMetric - Article likes
Value - Total
Date range dimension - Time periodArticle nameSummary tableTop 10
Most disliked articlesDisplays the top 10 most disliked articles in a specified time periodMetric - Article dislikes
Value - Total
Date range dimension - Time periodArticle nameSummary tableTop 10
Article feedbackDisplays the top 10 articles with the most no. of feedback in a specified time periodMetric - Article feedback
Value - Total
Date range dimension - Time periodArticle nameSummary tableTop 10


Agent performance

This section consists of widgets that show the top contributors to your knowledge base and also gives you an overview of the activities performed by your agents on the knowledge base articles.



The widgets that are displayed in this section are as follows:


Widget nameDescriptionMetrics and valueFiltersGroup byChartRank order
Top contributors based on article creationDisplays the top 10 agents who have created the most no.of articles in a specified time periodMetric - Articles created
Value - Total
Date range dimension - Time periodAuthorBar chartTop 10
Top contributors based on article viewsDisplays the top 10 agents who have created articles with the most no. of views in a specified time periodMetric - Article views
Value - Total
Date range dimension - Time periodAuthorBar chartTop 10
Top contributors based on article likesDisplays the top 10 agents who have created articles with the most no. of likes in a specified time periodMetric - Article likes
Value - Total
Date range dimension - Time periodAuthorBar chartTop 10
ActivityDisplays the articles created, updated, approved and published by each agent in a specified time periodMetric - Articles created, Articles updated, Articles approved, Articles published
Value - Total
Date range dimension - Time periodUser nameSummary tableNone


A quick guide to editing curated knowledge base reports


  • By default, the widget displays the data based on the predefined configurations


Note: The date range applied to all the widgets in the curated report is by default the last 29 days. This date range can be changed within the Filter section of the curated report


  • In order to edit a specific widget in the curated reports, you have to clone the widget to a custom report and customize the widget based on your preference
  • To clone a report, go tomode and select the widget that you want to clone
  • Once the widget opens, click on the title of the widget and select Clone widget. This will prompt you to enter where you want the cloned widget to be present


Note: You can also create custom reports if you want more flexibility in analyzing your knowledge base performance