Answer Viewed by Category

You can determine which answers in your knowledge base that users are selecting most often, as well the answers that users are not selecting. Use this report to see the number of answers users selected in a time period, by category, as well as the answers they did not select.

Note: You can see the same report information for products by selecting the Answers Viewed by Product report.

Answer Viewed by Category Report Columns

Column	Description
Category	The category you selected on the Filters window. A category is an attribute that lets you associate documents with any characteristic or business requirement, such as product and model.
Date	The date of the answers viewed for the date grouping you selected. For example, if you select the date group Month, you see the number of answers viewed for each month within the date range.
Answers Viewed	The number of answers users looked at, in a category. Click on a value in this column to see the rank of each answer on the report.

Answer Viewed by Category - Answers

You can see how users evaluate the usefulness of the answers, by category, in your knowledge base. Use this report to see how many times users selected the answers, and how they ranked each answer. A rank is an assessment of how useful the answers were to users, based on the a five-star rating, where five stars means an answer was very useful and one star means it was not useful.

This report opens when you click the link in Answers Viewed column of the Answer Viewed by Category.

Answer Viewed by Category Answers Report Columns

Column	Description
Answer #	The answer ID number.
Summary	The title of the answer.
Hits	The number of times users looked at the answer.
Rank #1 Count	The number of times a user answered a question, such as, How well did this answer your question? by selecting the lowest of the configured number of options. If there are only two options configured, this value is No. If there are five options configured, this value is 1 Star.
Rank #2 Count	The second lowest of the configured number of options. If there are only two options configured, this value is Yes. If there are five options configured, this value is 2 Stars.
Rank #3 Count	The third lowest of the configured number of options. This value is 3 Stars.
Rank #4 Count	The second highest of the configured number of options. This value is 4 Stars.
Rank #5 Count	The highest of the configured number of options. This value is 5 Stars.