Capturing/creating Knowledge &related Analytics dimensions | Broadcasting/retrieving knowledge & related Analytics dimensions | Reusing/refining knowledge & related Analytics dimensions | |
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Provider 1 | Solution Activity by Month by Author | Adoption – includes number of search and views (searches vs. views within last 14 days) | Effectiveness – did the knowledge solve the issues? |
Average Session Length | Utilization –percentage of solutions accessed and useful/new knowledge utilization for solutions created within the last three months | ||
Aging – freshness of the knowledge and reviews needed/Published solution edited in last 14 days | |||
KCS – amount of solutions were flagged and fixed | |||
Provider 2 | Size and usage Size: | Visit duration Search logs: | QA traffic chart |
- number of online questions/number of online answers | - keywords & trends, answered (popular searches, what customers are really interested in) and list of unanswered questions (top unanswered questions) | Number of liked answers (which questions are most satisfactory for customers)/ statistics of numbers of liked' and 'disliked' per each Q&A | |
Search results shown to the users | Most Escalated questions | ||
- items in publishing center/amount of new and unhandled requests | Contextual search filter: | - graphic visualization of a question’s progress over time | |
Filter user queries by contextual answers (category, location, etc.…) | |||
Usage: number of answered requests/number of answers added/number of answers deleted | |||
Provider 3 | Query Count (number of reported queries) | ||
Query Pipeline | |||
Name of a search interface from which the search events are performed. | |||
Average Click Rank Over Time | |||
Advanced Query + Expression/Keyword | |||
Group To which a user performing the search event belongs | |||
Audience page | |||
Click count and Manual Query count data in relation with users performing the search events. | |||
Search Result title and ID | |||
Content gaps: frequent searches with no results or no clicks | |||
Has Clicks: last search event, at least one click in the search results list/Has Results: last search event, query that returned at least one result. | |||
Queries and Keywords pages: most frequent queries and keywords with the poorest Relevance index based on Click count and Average click rank | |||
Documents page documents with the poorest rank based on the Relevance index | |||
Search Cause: automatic and manual refinements | |||
Provider 4 | Knowledge Article Version (KAV): information about individual translations, such as their creation dates, published channels, and number of associated cases. | Knowledge Article Searches: number of searches per day, month, or year for each channel and role | Knowledge Article Votes: number of votes per day, month, or year for each channel and role. |
Case association count: Number of cases attached to the article | Cumulative Count: total number of article searches | Knowledge Article Views: number of views per day, month, or year for each channel and role | |
Knowledge Keyword Search: keywords users are looking for | Score: Article's average view rating. | ||
Archived By: User who archived the article. | Knowledge Search Activity: number of searches per day, month, or year for each channel and language. | ||
â–ª For each search: Date, ID and title of the article that was clicked | |||
â–ª keywords users are looking, average number of: | |||
â—‹ Results: The number of search results that were returned for the search term. | |||
â—‹ Articles that appear in the search results | |||
â–ª For each article, average number of: Click, Unique users who clicked it | |||
Average Click Rank: | |||
order in which the article appeared in search results when users clicked it | |||
Channel: channel that’s applicable to the article. | |||
Provider 5 | Total queries overtime | Clicks per visitor average | |
Number of Queries with clicks | Unique visitors | ||
Number of Queries without clicks | Visits/sessions | ||
Number of Queries with no results | |||
Top queries | |||
Top keywords | |||
Search relevance: | |||
Click ranks over time | |||
Queries without clicks over time | |||
Details of queries with low relevance | |||
Details of keywords with low relevance | |||
Content gaps: | |||
Click through ratio | |||
Details of queries without results | |||
Details of keywords without results |