Least Useful Articles
You may want to review which articles users selected least often to help analyze the health of the knowledge base. This helps you identify poor-performing articles and determine whether they should be updated or deleted.
Use this report to help you in your reviews, specifically to identify the articles in your knowledge base that users found least useful, based on the reporting characteristics such as:
How many times have users clicked on an article?
How many users actually read, or even looked at an article?
Are users finding the articles helpful? How well did they rate them?
You can change the Sort arrow for any of the columns to view the least useful articles based on a characteristic. For example, if you want to see the articles that were rated lowest by your customers, select the arrow in the Rating column and the report sorts data by rating.
| Column | Description |
|---|---|
Summary |
The title of an article. |
Views |
The number of times users looked at this article. |
Incident Count |
The number of incidents linked to an article. An article link indicates the value to agents; the more links to the article, the more effective the article is in providing solutions. |
Click-thru Rate |
The ratio of the number of times users clicked an article to the number of times the article appeared in the search results. |
Rating |
An assessment of how useful the answers were to users. It’s based on a five-star rating, where five stars means an answer was very useful and one star means it was not useful. |
Age |
This is the number of days since the article was last updated (published). |