Knowledge Overview Dashboard

A knowledge overview infolet dashboard as been added that provides the most sought after metrics at one place in a grid format.

The metrics (reports) displayed are as follows:

Answers Not Live: Total number of answers that are not published
Answers Accessed: Number of answers the logged-in user viewed or appended the answer via the Console
Answer Effectiveness: Percentage of visits that viewed an answer and did not confirm a question to the number of visits that viewed an answer
Self-Service Rate: Percentage of visits that did not confirm a question to the total number of end-user visits
Top Answer Usage by Agents: Top 5 answers that agents provided to users by appending the text or URL to view it via an incident response
Top Subscriptions: Top 5 answers that have maximum number of contacts subscribed
Top Downloads: Top 5 answers that have maximum number of items downloaded
Top Searches by Keywords: Top 5 keywords used in the searches by the end-users
Top Answers by Views: Top 5 answers that were viewed the most by the end-users
Maximum Feedback: Top 5 answers that have received the most number of feedback.

Business Value:

Provides an overview of tasks at hands and content trends helping authors monitor content and perform daily tasks efficiently.

You don't need to do anything to enable this feature.

This feature requires an upgrade to 25A.

Agents/admins can access the knowledge overview dashboard from the reports explorer.