Analyzing Help Center knowledge base and community activity (Guide Professional and Enterprise)

To more closely monitor how active your Help Center is, you can view activity data for your knowledge base and community for a specified time period in the Support reporting dashboards. This includes the number of new articles or posts created, how many users have viewed them, and the total number of votes, subscriptions, and comments.

Help Center analytics is available on Guide Professional and Enterprise. The statistics are visible to Guide Managers.

Note: You must activate your Help Center to view the Knowledge Base dashboard. Likewise, you must enable communities before you can view the Community dashboard (see Getting started with Guide).

This article contains the following sections:

• Viewing knowledge base activity for your Help Center
• Viewing community activity for your Help Center
• Following up on Help Center data

Viewing knowledge base activity for your Help Center

You can view knowledge base analytics for your Help Center in the Reporting dashboard in Support.

To view knowledge base data

1. In Support, click the Reporting icon () in the sidebar, then click the Knowledge Base tab.

   The Articles data set is open by default.

   

2. If you have multiple brands, click the All brands drop-down menu, then select a brand if you want to see data for that brand only.

   All brands is selected by default, and includes the combined activity of the knowledge bases in all of your Help Centers.

3. Click the All channels drop-down menu, then select a channel to see the views from a specific channel during the reporting period.

   The Views dataset allows you to filter the data by channel.

   

4. Click the Reporting period drop-down menu, then select an option if you want to change the reporting timeframe.

   Select Custom to enter a specific start and end date.

5. Click any of the five datasets at the top to drill down.

   Each dataset displays a graph of daily activity and a table, below the graph, of top articles for that dataset. Datasets include:

   • Articles is the total number of new articles created in the knowledge base during the reporting period.
   • Views is the total number of views for published articles in the knowledge base during the reporting period, excluding internal agent views.
   • Net Votes is the sum of all the positive and negative votes on all articles in the knowledge base during the reporting period.
   • Subscriptions is the total number of user subscriptions for sections and articles in the knowledge base during the reporting period.
   • Comments is the total number of comments on articles in the knowledge base during the reporting period.
6. Hover your mouse over a node to see the total number for that day.

   

Viewing community activity for your Help Center

You can view community analytics for your Help Center in the Reporting dashboard in Support.

To view community data

1. In Support, click the Reporting icon () in the sidebar, then click the Community tab.

   

2. If you have multiple brands, click the All brands drop-down menu, then select a brand if you want to see data for that brand only.

   All brands is selected by default, and includes the combined activity of the knowledge bases in all of your Help Centers.

3. Click the Reporting period drop-down menu, then select an option if you want to change the reporting time frame.

   Select Custom to enter a specific start and end date.

4. Click any of the five datasets at the top to drill down.

   Each dataset displays a graph of daily activity and a table, below the graph, of top posts for that dataset. Datasets include:

   • Posts is the total number of new posts created in the community during the reporting period.
   • Views is the total number of views for posts in the community during the reporting period, excluding internal agent views.
   • Net Votes is the sum of all the positive and negative votes on all posts in the community during the reporting period.
   • Subscriptions is the total number of user subscriptions for topics and posts in the community during the reporting period.
   • Comments is the total number of comments on posts in the community during the reporting period.
5. Hover your mouse over a node to see the total number for that day.

Following up on Help Center data

Help Center analytics gives you insight into which questions customers are most interested in. You can then take action based on this information. Here are several examples of how you can use analytics to provide better support to your customers.

• Monitor unanswered questions and create tickets

  In your community, you can track what questions have not been answered within 24 hours (for example) and either respond to them or assign the question to an agent by creating a ticket.

• Update popular articles

  You'll want to ensure that your most popular articles are closely monitored and are always up to date.

• Measure your knowledge base content effectiveness

  You can measure how effective your content is in creating deflection by answering questions before they are asked. For example, a high number of votes can indicate that an article is useful. An article with many comments can indicate that the content is confusing or incomplete and requires your customers to ask follow-up questions.