Standard reporting in Kustomer

Your knowledge base content is key to getting your customers answers to your most common support requests when they need it so that your agents can focus their efforts on the inquiries that require their problem-solving skills and expertise.  The Knowledge Base report helps you understand what your customers are searching for, which articles are returned, how article views trend over time, and how successful your content is at solving your customers’ inquiries through article ratings.

In this article

• Knowledge base report metrics
• Article Performance table
• Search Queries table
• Article Feedback table
• Article Comments table

To access the Knowledge Base report, go to Reporting, and then select Knowledge Base. You can switch between viewing metrics for the Public KB Reporting or Internal KB reporting.

Knowledge base report metrics

The following metrics are shown:

• Total view count is the total count of views across all articles in your knowledge base during the selected date range.
  
  
• Avg Article Rating is the ratio of positive (up) votes over the total number of votes for your articles. For more information on how to receive feedback, see Article feedback survey.
  
  
• Searches with no Results is the ratio of search queries that didn't return any articles over the total number of search queries performed during the selected time range.

Article Performance table

This table provides data to help you understand how each article is performing. Selecting the article opens it in the Knowledge Base editor.

The following columns are available:

• Article is the title of the knowledge base article.
  
  
• Last Updated is the last time that the article was updated.
  
  
• View Count is how many times the article was viewed in the selected date range.
  
  
• View Change is the percentage of article view changes from the current date range period as compared to the last (for example, if you’re viewing the past two weeks, this number is compared to the two weeks prior to those).
  
  
• Rating is the ratio of positive ratings over all ratings.
  
  
• Rating Change is the percentage of rating change from the current date range period as it compares to the last.

Search Queries table

This table shows a list of the terms customers entered in your knowledge base search to describe their support request. This information can provide insight into how your customers think about your product and help you identify any gaps you may have in your knowledge base content, such as a feature or policy that isn't documented. You can filter between viewing a list of All queries, only the queries with Articles Found, or queries with No Articles Found. Selecting a search term opens the search results page where you can view all of the articles that were returned for that term.

The following columns are available:

• Search Term is the text input by the customer in the search bar. Selecting the term opens your knowledge base search page listing the articles that were presented for that term.
  
  
• Search Count is the count of times this exact query was entered.
  
  
• Brand is the knowledge base brand that had the resulting article.
  
  
• Articles Clicked is how many unique articles were selected from the results returned.

Article Feedback table

This table shows a list of the articles in your knowledge base, along with the number of times each feedback option was selected for the article. Selecting the article opens it in the Knowledge Base editor.

Article Comments table

This table shows any written feedback that was left on an article and the date it was submitted. Selecting the article opens it in the Knowledge Base editor.