Answers Viewed by Product

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, sorted by product.

Note: Note: You can see the same report information for categories by selecting the Answers Viewed by Category report.

Answers Viewed by Product Report Columns

Column	Description
Product	The product you selected on the Filters window.
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.
Answer Viewed	The number of answers the users looked t for the product within a time period. Click a value in this column to see the titles of the answers users looked at on that date, and the ranking of each answer.

Answer Viewed by Product - Answers

You can see how users evaluate the usefulness of the answers, by product, 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.

Answer Viewed by Product - Answers Report Columns

Column	Description
Answer #	The answer ID.
Summary	The title of the answer.
Hits	The number of times users looked at the answer.
Rank #1 Count	The number of times an end-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	This is 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	This is the third lowest of the configured number of options. This value is 3 Stars.
Rank #4 Count	This is the second highest of the configured number of options. This value is 4 Stars.
Rank #5 Count	This is the highest of the configured number of options. This value is 5 Stars.