Most Useful Articles

You can review how well your customers or agents are interacting with the articles in your knowledge base. For example, you might want to know which articles are users selecting and viewing most often.

Use this report to help analyze the knowledge base and identify the articles that users found most useful based on the reporting characteristics. It helps you identify authors and user groups that are producing high-quality answers, and use these articles as examples and templates to other groups.

You can change the Sort arrow for any of the columns to view the most useful articles based on characteristics. For example, if you want to see the articles that were rated highest by your customers, select the arrow in the column Rating and the report sorts by rating.

Most Useful Articles Report Columns

Column	Description
Summary	The title of the article.
Views	The number of times a customer viewed 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	The number of days since the article was last updated (published).