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 Analytics
tab and click on Analytics. From the
drop-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.
Note: Knowledge base analytics will only show relevant data available after 8th June, 2020 in your Freshdesk account. The analytics for Knowledge base articles published on additional customer portals will show data available after 11th November, 2020.
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 name | Description | Metrics and value | Filters | Group by | Chart |
| Article views | Displays the total article views and the % change in a specified time period | Metric - Article views Value - Total | Date range dimension - Time period | None | Text |
| 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 dislikes | Displays the total article dislikes and the % change in a specified time period | Metric - Article dislikes Value - Total | Date range dimension - Time period | None | Text |
| Article feedback | Displays the total article feedback and the % change in a specified time period | Metric - Article feedback Value - Total | Date range dimension - Time period | None | Text |
| Article suggested | Displays the total article suggested and the % change in a specified time period | Metric - Article suggested Value - Total | Date range dimension - Time period | None | Text |
| Article performance trends | Displays the total article views, likes and dislikes on each date in a specified time period | Metric - Article views, Article likes, Article dislikes Value - Total | Date range dimension - Time period | Date | Line 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 name | Description | Metrics and value | Filters | Group by | Chart | Rank 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 period | Article name | Summary table | Top 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 articles | Displays the top 10 most suggested articles in a specified time period | Metric - Article suggested Value - Total | Date range dimension - Time period | Article name | Summary table | Top 10 |
| Most liked articles | Displays the top 10 most liked articles in a specified time period | Metric - Article likes Value - Total | Date range dimension - Time period | Article name | Summary table | Top 10 |
| Most disliked articles | Displays the top 10 most disliked articles in a specified time period | Metric - Article dislikes Value - Total | Date range dimension - Time period | Article name | Summary table | Top 10 |
| Article feedback | Displays the top 10 articles with the most no. of feedback in a specified time period | Metric - Article feedback Value - Total | Date range dimension - Time period | Article name | Summary table | Top 10 |
Note: Article Insights curated report is available only from the Estate plan. The other two curated reports (Overview and Agent performance) are available from Garden.
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 name | Description | Metrics and value | Filters | Group by | Chart | Rank order |
| Top contributors based on article creation | Displays the top 10 agents who have created the most no.of articles in a specified time period | Metric - Articles created Value - Total | Date range dimension - Time period | Author | Bar chart | Top 10 |
| Top contributors based on article views | Displays the top 10 agents who have created articles with the most no. of views in a specified time period | Metric - Article views Value - Total | Date range dimension - Time period | Author | Bar chart | Top 10 |
| Top contributors based on article likes | Displays the top 10 agents who have created articles with the most no. of likes in a specified time period | Metric - Article likes Value - Total | Date range dimension - Time period | Author | Bar chart | Top 10 |
| Activity | Displays the articles created, updated, approved and published by each agent in a specified time period | Metric - Articles created, Articles updated, Articles approved, Articles published Value - Total | Date range dimension - Time period | User name | Summary table | None |
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 to
mode 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