Click-Through Rate of External Documents

To determine whether users are finding the answers they need in the knowledge base or if they are going to external sources, you might review the title summary and click-through rate for articles from external sites. Use this report to see summary text of the external articles users clicked through, and the default sort is by the articles selected most often.

Click-Through Rate of External Documents Report Columns

Column	Description
Answer Summary	The summary text of the answer.
Click-through Rate	The click-through rate for the answer. A click-through rate is the ratio of the number of times the answer displays and the number of times users clicked it. For example, if an answer displays 100 times and users click it 50 times, the click-through rate for that answer is .5.