New! Knowledge Base Reports

We’ve further expanded the LibraryH3lp Analytics Reports page.  This time, we’ve added reports for your Knowledge Bases.

If you’ve already explored our recently upgraded chat reports or the newer ticket reports, you’ll feel right at home. Knowledge Base reports use the same interactive charts, customizable settings, sortable tables, and download options—but now you can explore how guests are searching and browsing your Knowledge Bases.

Knowledge Base Reports: Views by hour/day

Start with a built-in Knowledge Base report

You’ll find six new built-in reports under the Knowledge Bases section of the Analytics Reports sidebar:

• Searches by Hour and Day of Week

• Searches by Day of Week

• Searches by Month

• Views by Hour and Day of Week

• Views by Day of Week

• Views by Month

The search reports help you understand when guests are looking for information. The view reports show when guests are browsing your Knowledge Bases and reading articles.

The hour/day reports are particularly handy for spotting patterns throughout the week. Are guests searching more frequently on Monday mornings? Does Knowledge Base activity pick up in the afternoons? These reports make those patterns easier to see.

And, as with our other reports, the built-in options are just starting points. Open Report Settings to customize what you're looking at.

Plus there is a Custom Report which gives you the flexibility to explore beyond the six built-in reports.

Searches and views: two ways to look at activity

Knowledge Base reporting introduces two types of activity: searches and views.

A search is counted when someone searches your Knowledge Base. A view is counted when someone visits a Knowledge Base page, including an article, the main page, a topic page, or a search results page.

You can report on searches, views, or both. When both are selected, you can compare the two kinds of activity in the same report.

A note about crawlers and historical data

We've recently improved how we identify and filter out automated traffic from search engines and other web crawlers. Known automated crawler activity is now excluded from Knowledge Base reports, helping give you a more accurate picture of how real guests are using your content.

There's one caveat when looking at historical data. We only recently started identifying and recording crawler activity separately, so older view data can still include visits from crawlers that we can't reliably distinguish from human guests.

As a result, you will probably notice higher activity counts in older reports. Keep this in mind when comparing historical activity with more recent data.

Filter by Knowledge Base and date range

The Filter section lets you narrow your report to the activity you're interested in.

Choose a date range and select one or more Knowledge Bases. You can look at a single Knowledge Base or combine activity across several.

This is especially useful if you manage separate Knowledge Bases for different departments, branches, or services.

Leave the Knowledge Base selection empty to include all Knowledge Bases you have permission to access.

Explore activity by time

The Analyze section lets you decide how to group your results.

You can look at activity by hour, day of week, month, or year, and combine groupings to explore more specific patterns.

For example, grouping by day of week and hour lets you see how activity changes throughout a typical week. Grouping by month makes it easier to spot seasonal changes.

You can also distinguish searches from views or group results by Knowledge Base.

Interactive charts, tables, and downloads

Knowledge Base reports use the same visualization tools as our Chat and Ticket reports.

Depending on the report, you can choose bar, line, or pie charts. Hover over the chart to see individual values, and use the legend to show or hide data series.

Below the chart, you'll find a table of the report results, complete with sortable columns and totals.

You can also download your results:

• Download the chart as a PNG image

• Download the formatted table as CSV

• Download the underlying raw report data as CSV

The formatted table download includes the labels, organization, zero values, and totals shown in the report. The raw-data download is useful when you want to do additional analysis in a spreadsheet or another tool.

Explore!

Our goal with Knowledge Base reporting is to make it easier to understand how guests use your content—and to give you the flexibility to explore that activity in ways that are useful for your service.

Start with one of the six built-in reports to get a feel for when people are searching and browsing. Then open Report Settings and experiment with different filters, groupings, and visualizations.

Or jump straight into Custom Report and build your own!

We hope these new reports help you learn more about how your Knowledge Bases are being used and make it easier to see patterns that weren't so obvious before.