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.
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. |
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
KB Views on Live Chat
Select the Feedback Source filter as LiveChat.
Link 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.
