Analytics
The Knowledge Base Analytics dashboard provides insights into how your content is performing, what users are searching for, and how effectively articles are deflecting support tickets.
Access analytics from Knowledge Base > Analytics.
To view analytics, you need the View Knowledge Base permission.
Dashboard Overview
The Analytics dashboard displays key metrics and trends:
Summary Cards
| Metric | Description |
|---|---|
| Total Views | All article views in the selected period |
| Unique Viewers | Distinct users/sessions |
| Total Searches | Search queries performed |
| Deflection Rate | Percentage of ticket submissions where KB was viewed first |
Time Range
Use the date picker to analyze specific periods:
- Last 7 Days (default)
- Last 30 Days
- Last 90 Days
- Custom Range
Article Performance
Top Articles
View your most-viewed articles ranked by views:
| Column | Description |
|---|---|
| Article | Title with link to article |
| Category | Parent category |
| Views | Total views in period |
| Helpful % | Percentage of positive feedback |
Click any article to view detailed analytics.
Low-Performing Articles
Identify articles that may need improvement:
- Articles with high view counts but low helpful ratings
- Articles with many views but quick exits
- Published articles with zero views
Search Analytics
Search Log
The search log shows all queries users have made:
| Column | Description |
|---|---|
| Query | The search term(s) used |
| Results | Number of articles returned |
| Source | Where search occurred (Portal, Admin, Ticket Form) |
| Clicked | Which result was clicked (if any) |
| Date | When the search happened |
Popular Searches
See what users are searching for most frequently:
- Grouped by similar queries
- Shows total search count
- Indicates average results returned
Failed Searches
Identify searches that returned zero results:
- Potential content gaps
- Common misspellings to add as tags
- Topics users need help with
Review failed searches weekly to identify new article topics. If multiple users search for "chromebook offline" and find nothing, consider creating an article about using Chromebooks offline.
Ticket Deflection
Track how effectively the Knowledge Base reduces support tickets.
Deflection Metrics
| Metric | Description |
|---|---|
| Suggestions Shown | Times KB articles appeared during ticket creation |
| Articles Viewed | How many suggested articles were clicked |
| Tickets Deflected | Users who viewed articles and didn't submit ticket |
| Tickets Submitted | Users who viewed articles but still submitted |
| Deflection Rate | Deflected / (Deflected + Submitted) × 100% |
Article Effectiveness
See which articles are best at resolving issues:
- Most-clicked suggestions
- Highest deflection rate per article
- Articles linked to closed tickets
View Analytics
Views Over Time
A chart showing view trends over your selected period:
- Total views per day/week
- Compare to previous period
- Identify spikes (often after announcements or issues)
Views by Source
Understand where your traffic comes from:
| Source | Description |
|---|---|
| Direct | Direct navigation to KB |
| Search | Clicked from search results |
| Suggestion | Clicked from ticket form suggestions |
| Link | Clicked from another article |
| External | From external referrer |
Geographic Data
If available, view breakdown by:
- Country/region
- User type (student, parent, staff)
Feedback Analysis
Helpfulness Scores
Review aggregate feedback data:
- Positive Rate: Articles rated helpful / Total ratings
- Articles with Feedback: How many articles have received votes
- Trending: Which articles are getting more/less positive feedback
Articles Needing Attention
Automatically flagged articles:
- More than 5 ratings with < 50% helpful
- High views but low helpful percentage
- Recent drop in positive feedback
Exporting Data
Export analytics data for external analysis:
- Click Export on any data table
- Choose format: CSV or Excel
- Download includes all data in current date range
Exportable reports:
- Article performance
- Search log
- View history
- Deflection statistics
Understanding Metrics
What "View" Means
A view is counted when:
- An article page is fully loaded
- The same user viewing again after 30 minutes counts as new view
- Admin preview views are not counted
- Bot traffic is filtered out
What "Deflection" Means
Deflection occurs when a user:
- Starts creating a support ticket
- Sees KB article suggestions
- Clicks to read an article
- Does NOT submit the ticket (within that session)
If the user submits a ticket anyway, it's tracked as "viewed but submitted."
Session Tracking
Analytics use session-based tracking:
- Anonymous visitors tracked by session ID
- Logged-in users tracked by account
- Sessions expire after 30 minutes of inactivity
Acting on Insights
Improve Low-Rated Content
When articles have poor feedback:
- Review the content for accuracy
- Check if the title matches the content
- Add more detail or steps
- Include screenshots or examples
- Consider splitting long articles
Fill Content Gaps
When searches return no results:
- Note common failed search terms
- Create articles addressing these topics
- Add failed terms as tags to related articles
- Create redirects if alternate terminology exists
Optimize Deflection
To improve ticket deflection:
- Ensure article titles match how users describe problems
- Feature common troubleshooting articles
- Add relevant tags for better search matching
- Update suggestion algorithm weights if needed
Best Practices
Regular Review Cadence
- Weekly: Check failed searches, low-rated articles
- Monthly: Review overall trends, deflection rates
- Quarterly: Full content audit based on analytics
Setting Goals
Consider setting targets:
- Minimum deflection rate (e.g., 15%)
- Maximum failed search rate (e.g., < 10%)
- Minimum helpful rating (e.g., > 70% positive)
Sharing Insights
Use analytics to inform content strategy:
- Share popular searches with your team
- Report deflection savings to leadership
- Use feedback to prioritize article improvements