Knowledge Base Reporting
Updated
Reporting on Knowledge Base
How brands can leverage Sprinklr reporting to analyze their knowledge base articles' performance basis the user activities.
You can create comprehensive custom reports with the help of various Knowledge Base metrics and dimensions to gain actionable insights into content performance based on user activity (views, traffic, feedback, etc.). You can also measure agent productivity by tracking case SLA when articles were used during a conversation.
Open Article from the Third Pane in the Reporting Dashboard
When a Reporting Widget is created with the ‘Content’ Dimension selected and the ‘Table’ visualization, double-clicking a cell in the ‘Content’ column will open the article from the Third Pane. From the Third Pane, you can click the Edit Article button to open the article editor and make changes to the article.
Note: You must have Edit permission under the Knowledge Base module to edit an article.
You can copy the URL of the article, view the attributes of the article from the Properties tab, add a note on the article from the Collaborate tab, and view the activity log of the article from the Activity tab.
Website Analytics
User Visits in Last 24 hours
Page Views
Unique Visitors
Avg. Session Duration
Bounce Rate
Knowledge Portal Website Analytics
Top Referring Domains
Visits vs Page Views
Average Page Views per session
Sessions Count
Bounce Rate
Traffic from Google
Unique Visitors count breakdown by Device
Top Articles and Most Searched Queries
Top URLs
Most Searched Queries
Articles marked Helpful
Articles marked Not Helpful
Feedback Received on Articles marked Not Helpful
Agent Usage
Smart Assist: Knowledge Base
Inbound Cases with AI predicted Articles
Total AI predicted Articles
Article Read Count by Agents
Helpful Count
Unhelpful Count
Article Recommendation Summary
Case Response SLA without Article Used
Case Response SLA with Article Usage
CSAT without article usage
CSAT with article usage
Most Used Content by Agents
Article Usage Summary
Article Usage: User adoption Summary
Articles marked helpful
Articles marked Not helpful
Not Helpful feedback breakdown
Feedback Received on Articles marked Not helpful
Feedback Type with Comments Recived on Articles
Reporting on language variations of an article
Enablement note: To enable reporting for articles based on the language, please work with your Success Manager. |
For AI-Search in Smart Assist
Use the following metrics and dimensions with the 'Table' visualization to create a Reporting Widget to track AI searches made in Smart Assist.
Note: This feature is Dynamic Property (DP) controlled. Please contact your Success Manager to enable reporting for AI-search in Smart Assist.
Following are the Metrics and Dimensions used:
Metric | Dimension |
Event Count (Comprehend) | Event Type |
Search Hits | Search Query |
Clicks on Search Result | - |
Content Management
Content Management
Total Articles
Moved Articles
Cloned Articles
Deleted Articles
Content Updated
Tags Updated
Published Articles
Article Count by Status
Article Count by Tags
Article Count by Category
Article Actions Log
View the Category Hierarchy of Articles
Select the following Metrics and Dimensions in the Widget Builder to view the Category hierarchy of articles:
Metrics | Dimensions |
Content Count | Category Hierarchy |
- | Content Creation Date |
- | Content ID |
- | Content |
Note: Even if the Category is deleted, the Category ID will be visible in the hierarchy.Note: The category ID will be visible even if you do not have visibility to a parent category in the category hierarchy.
Note: The parent category and sub-hierarchy will be visible even if you do not have access to a sub-category in the category hierarchy.
KB Views on Live Chat
Select the Feedback Source filter as LiveChat.
Linked Asset Type and ID
While managing articles, it's crucial to know where different components such as content blocks, content variables, DAM (Digital Asset Management) assets (like images and videos), and article hyperlinks are used within your articles.
To track the articles where these specific components are referenced, add the "Linked Asset Type" and "Linked Asset ID" dimensions to your report. You can also use these dimensions as filters with specific values, such as content block name, DAM asset ID, to narrow down the results.
In order to see where a particular asset is used you can filter by "Linked Asset Id" for different formats
Media Asset: (SAM) <Name of Media file>
Article: (Link) <Article Title>
Content Block: (CB) <Name of Content Block>
Content Variable: (CV) <Name of Content Variable>
Note: The filter options you see in a report will depend on the data that's currently displayed. It's recommended to first apply the desired time range or any other filter, the choices in the next filter will automatically update to show only what's relevant and compatible to the current results.
