Content Analysis Dashboard

The reports on the Analytics Content Dashboard measure how customers and agents are interacting with knowledge base content. These reports can help you determine:

• The articles in your knowledge base that your users viewed the most and the least during a specified time period

• The average age (based on the publish date) of the articles in your knowledge base

• The status of articles in Knowledge Advanced workflows

• How customers and agents are rating the usefulness of the articles in the knowledge base

To access the Content Analysis dashboard, at the Navigation panel, select Analytics, Reports Explorer, OKCS, Dashboards.

Use Content Dashboard Reports

Content Analysis Dashboard Reports

Report	Report Description
Answers Viewed by Answers	Shows the total number of articles accessed from the end-user pages over a specified time period.
Article Incident Link	Shows how agents are using the articles in the knowledge base to link to incidents.
Answer Clickthrough Rate	Shows a list of end-user pages and actions, along with details about the visits for each page.
Content In-Process	Shows articles in the workflow process and potential workflow bottlenecks.
Article Aging	Shows the articles in your knowledge base with the number of days that elapsed since they were last updated.