8Analyzing Knowledge Advanced

About Knowledge Advanced Analytics

Knowledge Advanced Analytics provides packaged business reports that help you understand all the aspects of how users are interacting with your knowledge base.

Using Analytics reports enables you to perform the following functions.

  • Understand user behavior, such as why users are visiting your site, and what they are trying to achieve

  • Assess the quality of Knowledge Advanced answers and determine whether users are finding the information they need

  • Determine if important information is missing from the knowledge base content

  • Identify user questions that require tuning and submit those questions to the Manage Search Query (MSQ) Task List

About Analytics Reports

Analytics uses packaged reports to present data that enables you to analyze how your users are interacting with the knowledge base.

Most of the analytic reports have a set of filters that enable you to customize your report with options such as date range, interface, data source, etc. These filters appear when you select a report, or when you select Search on an open report.

This data comes from the Customer Portal (end users), Agent Desktop (agents) or customized interfaces for your organization.

    Access Analytics Reports

    Use the following procedure to access Knowledge Advanced Analytics reports.
    1. Open Oracle Service Cloud.

    2. At the Navigation panel, select the Analytics button.

    3. Select Reports Explorer, Public Reports and follow the path for each report.

    To view the following reports, select Common, Data Integration and the report.
    • Advanced Searches Summary

    • Clicked Document

    • Click-through Rate

    • Article Aging

    • Popular Answers

    • Recent Questions

    • Successful Questions for Search Recommendation

    • Useful Articles for Search Recommendation

    To view the following reports, select OKCS and the report.

    • Answers by Category

    • Answers by Product

    • Answers Viewed by Category

    • Answers Viewed by Product

    • Article Incident Link

    • Content In Process

    • Feedback

    • Intent Frequency

    • Keyword Search

    • Knowledge Consumption by Usergroups

    • Low Score Popular Questions

    • Recommendations

    • Tasks

    • Words Without Concepts

    Note: You can also select the reports you use most often from the Analytics dashboards. For more information on dashboards, see About Analytics Dashboards.

      About Analytics Reports Filters

      The analytic reports open with a Filters window that contains a set of filter options that enable you to customize the data on your report. The filters are appropriate for each report. For example, if you select the Answers Viewed by Category report, the Filters window contains a Date range, Categories, and Interface.

      In most cases, all options are selected by default, but you can adjust the options as needed.

      You can change or modify your filter choices by selecting Search on an open report.

        Working with Analytics Report Filters

        The following table lists and describes the filters that appear on the Filter window of Analytics reports. The filters appear in alphabetical order.

        Each report can have two or more filters, and several reports use the same filters.

        Table Analytics Report Filters

        Filter Description

        Activity Source

        This filter selects the location, or source, of the user activity.
        • End User. The source of these activities is the Customer Portal.

        • Agent. The source of these activities is the Agent Desktop

        • Unknown Activity. Any activities that are not specific to Customer Portal or Agent Desktop, for example an interface or location customized for your organization.

        Agent

        This is the agent’s name.

        Answer ID

        This filter selects a range of article IDs to include in your report.

        For example, to see article IDs up to 300000, you enter 300000 in this filter field.

        Author

        This filter selects an author in various reports.

        Authoring Group

        This filter selects the authoring group in various reports. These authoring groups might include a product group, a department, or locale.

        Categories or Category

        This filter selects one or more business categories to include in your Answer View by Category and Answer by Category reports.

        A category is an attribute that enables you to associate content items with any characteristic or business requirement, such as product and model.

        Completed by Account

        This filter selects the person or group responsible for completing the task reflected in the report.

        Completed by Account Group

        This filter selects the group of the account associated with the report.

        Date

        This filter selects a date range for your report. The default date range for most reports is one week.

        Select the Start date of the range in the first box and select the End date of the range in the second box.

        You can also include a date value, such as adding two days from a specific date or adding three hours from a specific time. Select the Relative checkbox and then select the dates for your report. For more information on relative value, see Documentation for Oracle Service Cloud Products (Answer ID 5168) to locate the documentation for your specific release, then use the Documentation Library or the Online Help User Guide link to locate the relevant topics.

        Date Grouping

        This filter selects how data is grouped on your report within the date range you selected.

        For example, to see articles viewed within a two -month range, grouped by each month, select Month.

        Interface

        This filter selects the interface for your report. When you select an interface, only the data related to that interface displays in the reports.

        To select one or more interfaces:

        New Installation. If you are working with this version of Knowledge Advanced Analytics as a new installation, you can select any number (or all) of the interfaces you need. The data from the selected interface(s) displays on the report.

        Upgrade. If you upgraded to this version of Knowledge Advanced Analytics from a previous version, you must select all Interfaces that display. The data from all interface(s) displays on the report. If you select only one or two interfaces, the data may not display.

        Limit and Order

        This filter selects the number of records that display on each page of the report and the order in which they appear.

        • Click Limit and enter the number of rows you want to appear on each page, and then click Per Page .

        • If necessary, change the order of the report data by selecting Order ByFor more information on the Sort options, see the Service Cloud User Guide at Documentation for Oracle Service Cloud Products (Answer ID 5168) to locate the relevant guide.

        Minimum age of the documents in days

        This filter selects articles based on the number of days that elapsed since they were published (age). For example, to see articles that were published 50 days from today’s date, enter 50.

        Product

        This filter selects products to include on the Answer View by Product and Answer By Product reports.

        Search Scores Less Than

        This filter enables you enter a value for a specified search score. For example, if you want to display articles with search scores less than 3.0, you enter 3 in this field.

        The search score is an aggregate value that is compiled and generated by Knowledge Advanced.

        Source

        This filter selects the source of a keyword. For example, to see keywords that endusers submitted from searching an external document, select Enduser External Document Search.

        Status

        This is the status of the tasks reflected in the report.

        Window

        You can click one of the following options.
        • Daily. You can view daily report data. Daily data is available up to 45 days.

        • Monthly. You can view monthly report data.

        • Yearly. You can view yearly report data.

          About Analytics Dashboards

          Analytics uses dashboards to organize data into sets of Content Analysis reports and Search Analysis reports. You can use the dashboards to search for and view a wide range of data from different reports without opening each report individually.

          Dashboards contain data from the most frequently used Knowledge Advanced and Service Cloud reports, so not every report may appear on a dashboard. However, you can customize the dashboards by adding or deleting reports as needed. For complete instructions on creating, maintaining and using dashboards, see Documentation for Oracle Service Cloud Products (Answer ID 5168) to locate the documentation for your specific release, then use the Documentation Library or the Online Help User Guide link to locate the relevant topics.

          To opens a dashboard, go to the Navigation panel and select Analytics, Reports Explorer, OKCS, Dashboards, Content (or Search) Analysis.

          Setting Filters for the Dashboard

          You can set filters for some or all reports on the dashboard.

          1. Select Home, Search in the ribbon and the Filter page opens.

            The filters for all reports appear on the filter pop-up on the dashboard.

          2. Modify each filter as needed and click the Search button on the report.

            The changes are reflected in the reports.

          Opening a Report from the Dashboard

          Use the following procedure to view data for a specific report without actually opening the report.

          1. At the open dashboard, click the report you want to open.

            The Report option in the ribbon at the top of the screen appears.

          2. At Report, click Home.

          3. Click Search and select the filters as needed.

          4. Click Search.

            You can now view the updated data on the selected report.

          Using the Analytics Dashboards, Components and Reports

          You can select a Knowledge Advanced Analytics report from a folder or view several similar reports on a dashboard. You can also select reports from Agent Desktop if you enable Knowledge Advanced. The topics describes the dashboards, components, and reports available in Knowledge Advanced Analytics.

          Most of the analytic reports have filters that users can choose to segment reporting data based on end user and agent activities.

            About the Content Analysis Dashboard

            The Content Dashboard reports 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.

            Using Content Reports

            The following table lists and describes the reports that appear on the Content Analysis dashboard.

            Table Content Analysis Dashboard Reports

            Report Report Description

            Answers Viewed by Answers

            This report shows the total number of articles accessed from the end-user pages over a specified time period.

            Article Incident Link

            This report provides insight into how agents are using the articles in the knowledge base to link to incidents.

            Answer Clickthrough Rate

            This report provides a list of end-user pages and actions, along with details about the visits for each.

            Content In-Process

            This report shows articles in the workflow process and potential workflow bottlenecks.

            Article Aging

            This report displays the articles in your knowledge base with the number of days that elapsed since they were last updated.

              About the Search Analysis Dashboard

              The reports on the Search Dashboard display Intelligent Search data, which measures the effectiveness of your search engine and analyzes users’ overall search experience. These reports can help you determine the following data.
              • The answers most (or least) frequently returned to users' questions

              • How useful the answers are to users

              • The average number of attempts users needed to find desired answers

              • How the search application is performing overall

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

              Using Search Dashboard Reports

              The following table lists and describes the reports that appear on the Search Analysis dashboard.

              Table The Search Dashboard Reports

              Report Report Description

              Searches Summary

              This report provides a list of searches performed during end-user visits along with the actions the user performed after doing a search.

              Keyword Search

              This report identifies the keywords or phrases that users are searching for most often, and the number of articles in the knowledge base that address those keywords.

              Low Score Popular Questions

              This report shows the frequent questions for which there are no high-scoring articles.

              Questions Avoided

              This report show how effectively your visitors are engaging with your site for self-service.

              Words without Concepts

              This report provides a list of words that have no associated concepts or are not recognized by the Dictionary.

                Use the Advanced Search Summary Component to Tune Questions

                Sometimes your users ask questions to your knowledge base that have a relatively high number of searches but a low number of actual answers. These types of questions might benefit from tuning. Tuning a question means you rewrite the question to produce better answers. For example, for the following question

                How do I check to see if the battery is still good in my laptop?

                you might tune to:

                • Checking the battery in your laptop

                • Changing the battery in your laptop

                • Troubleshooting your laptop

                A component provides additional functionality to your reports. This component is a report that has the same columns and functionality as the Advanced Searches Summary report, but it includes an Action column that contains the Create MSQ Task link. When you click this link, the application forwards the question to Manage Search Query (MSQ) for optimization tuning.

                Note: Note: You must have the proper level of access in order to use the Advanced Search Summary component. If this component does not appear in your Reports Explorer, then you don’t have the authority to submit questions for tuning.

                Use the following procedure to submit a question for tuning.

                1. Click the Create MSQ Task link in the Action column for the question you want to tune.

                2. At the Creating MSQ Task popup window, select Yes.

                The question is forwarded to the MSQ Task list. For information about tuning questions, see About Manage Search Query.

                  Viewing Analytics Reports

                  Analytics reports present data in different configurations to enable you to analyze content and search activity in your knowledge base.

                  Each report is listed here alphabetically, with conceptual information and descriptions of each report column.

                    Advanced Searches Summary

                    Sometimes your users ask questions that return a relatively high number of answers from your knowledge base, but they end up selecting a very low number of those answers. You can use this report to see the questions your users are asking, how many answers show up, and whether they selected any of the answers. It is sorted in descending order by the number of visits for each question.

                    You can view additional column details by drilling down on the links in the columns.

                    The following table lists and describes the columns in the report.

                    Table Advanced Searches Summary Report Columns

                    Column Description

                    Search Question

                    The representative question. A representative question serves as a container for a group of actual questions with the same concepts and search engine attributes. For example, for the representative question, How do I remove images from my mobile phone?, the actual questions might be:

                    • How do I delete photos on my mobile phone?

                    • How do I remove pictures from my cell phone?

                    • How do I select snapshots to delete from my mobile phone?

                    Number of visits

                    The number of visits in which users asked this question. A visit is the period of time a customer spends looking for a satisfactory answer to a question.

                    Number of results

                    The average number of answers returned for the question.

                    No Answer Viewed

                    The percentage of visits where users did not view any of the answers returned for the search question.

                      Agent Activities

                      You can monitor and analyze the activities for each agent in your department or organization. Typically, agents perform activities that include browsing and clicking through answers, and authoring articles.

                      Use this report to analyze:

                      • How many articles an agent has authored in a time period.

                      • How many clickthroughs or browses an agent performed.

                      • How many questions an agent has asked.

                      • How an agent’s performance trends over time.

                      Note: You can sort the report by manager for a team level view of all agents’ activities.

                      The following table lists and describes the report columns.

                      Table Agent Activities Report Columns

                      Column Description

                      Agent Name

                      The name of an agent. Select an agent name in the Agent menu on the Filters window.

                      Manager Name

                      The name of an agent’s manager.

                      Questions Asked

                      The total number of questions an agent asked.

                      Note: Drill down in this column to view the question text in the Questions Asked Drilldown.

                      Search Click-thrus of Articles

                      The number of clickthroughs of search results an agent performed.

                      Note: Drill down in this column to view the article titles and their positions in the Search Answers Clicked Drilldown.

                      Articles Browsed

                      The number of articles an agent browsed from indirect results such as articles in a Related Topics list.

                      Note: Drill down in this column to view the number of articles agents browsed in the Browse Answers Clicked Drilldown.

                      Articles Authored

                      The number of articles an agent authored.

                      Note: Drill down in the Articles Authored column to view the names of articles agents created in the Articles Authored.

                        Search Answers Clicked Drilldown

                        You can see the articles that an agent clicked from a list of search results. This report opens when you click the link in the Search Clickthrus of Articles column in the Agent Activities report.

                        Note: An article may show up more than one time in this list of articles because agents clicked it two or more times in different search positions.

                        The following table lists and describes the report columns.

                        Table Search Answers Clicked Drilldown Columns

                        Column Description

                        Article ID

                        The article identifier.

                        Summary

                        The article title

                        Search Result Position

                        The article’s position in the search results list.

                        Question Text

                        The text of an agent's question.

                        Number of Clicks-thrus

                        The total number of times an agent clicked in the search results.

                          Browse Answers Clicked Drilldown

                          You can see the number of articles that an agent browsed (clicked through) from an indirect source, such as Related Topics or See also list. This report opens when you click the link in the Articles Browsed column in the Agent Activities report.

                          The following table lists and describes the report columns.

                          Table Browse Answers Clicked Drilldown Report Columns

                          Column Description

                          Article ID

                          The article identifier.

                          Summary

                          The article title.

                          Number of Browse Clicks

                          The total number of times agents browsed, or clicked an article from an indirect source, such as Related Topics or See Also.

                            Questions Asked Drilldown

                            You can view the actual text of the questions that an agent has asked. This report opens when you click the link in the Questions Asked column in the Agent Activities report.

                            The following table lists and describes the report columns.

                            Table Question Asked Drilldown Columns

                            Column Description

                            Normalized Text

                            The keywords that an agent used when asking the question.

                            The keywords in parentheses ( ) are unknown words, and the keywords in curly brackets { } are words known to the dictionary

                            Question Text

                            The actual text of an agent’s question.

                            Created

                            The date and time that an agent asked the question.

                              Articles Authored

                              You can view a list of articles that an agent has authored in a time period, along with details about the article. This report opens when you click the link in the Articles Authored column in the Agent Activities report.

                              The following table lists and describes the report columns.

                              Table Article Authored Report Columns

                              Column Description

                              Article ID

                              The article identifier.

                              Summary

                              The article title.

                              Article Version

                              The updated or new version of the article.

                              Published on

                              The date on which the article was published.

                                Answers by Category

                                You can see the answers associated with a particular category in your knowledge base. A category is an attribute that enables you to associate content items with any characteristic or business requirement, such as product and model. This report lists each category and the number of answers associated with that category.

                                The following table lists and describes the columns in the report.

                                Table Answers by Category Report Columns

                                Column Description

                                Category

                                A category in your knowledge base.

                                # Answers

                                The number of answers customers looked at that were associated with the category.

                                Click the link in this column to see the answer titles and details.

                                View Answer Details

                                You can view the details of the answers in the Answer by Category report. Click the link in the # Answers column of the report to see the answer details such as the answer ID number, the article owner, and so on.

                                Table Answer Details Report Columns

                                Column Description

                                Answer ID

                                The answer identifier.

                                Summary

                                The answer title.

                                Owner

                                The name of the user assigned as the article owner.

                                Date Updated

                                The date the article was last updated.

                                Language

                                The language of the answer.

                                  Answers by Product

                                  You can see the answers associated with a particular product in your knowledge base. This report lists each product and the number of answers associated with the product.

                                  The following table lists and describes the columns in the report

                                  Table Answers by Product Report Columns

                                  Column Description

                                  Product

                                  A product in your knowledge base.

                                  # Answers

                                  The number of answers viewed that were associated with the product.

                                  Click the link in this column to see each answer title and details about each answer.

                                  Answers by Product - Answers Report

                                  You can see the details of the answers in the Answer by Product report. Click the link in the # Answers column of the report to see the answer details such as the answer ID number, the article owner, and so on.

                                  The following table lists and describes the columns in the report.

                                  Table Answers by Product - Answers Report Columns

                                  Column Description

                                  Answer ID

                                  The answer identifier.

                                  Summary

                                  The title of the answer.

                                  Owner

                                  The name of the user who assigned as the article owner.

                                  Date Updated

                                  The date the answer was last updated.

                                  Language

                                  The language of the answer.

                                    Answer Viewed by Category

                                    You can determine which answers in your knowledge base that users are selecting most often, as well the answers that users are not selecting. Use this report to see the number of answers users selected in a time period by category, as well as the answers they did not select.

                                    Note: You can see the same report information for products by selecting the Answers Viewed by Product report.

                                    The following table lists and describes the columns in the report.

                                    Table Answer Viewed by Category Report Columns

                                    Column Description

                                    Category

                                    The category you selected on the Filters window.

                                    A category is an attribute that lets you associate documents with any characteristic or business requirement, such as product and model.

                                    Date

                                    The date of the answers viewed for the date grouping you selected. For example, if you select the date group Month, you see the number of answers viewed for each month within the date range.

                                    Answers Viewed

                                    The number of answers users looked at, in a category.

                                    Click on a value in this column to see the rank of each answer on the report.

                                    Answer Viewed by Category - Answers

                                    You can see how users evaluate the usefulness of the answers, by category, in your knowledge base. Use this report to see how many times users selected the answers, and how they ranked each answer.

                                    A rank is an assessment of how useful the answers were to users, based on the a five-star rating, where five stars means an answer was very useful and one star means it was not useful.

                                    The following table lists and describes the columns in the report.

                                    Table Answer Viewed by Category Answers Report Columns

                                    Column Description

                                    Answer #

                                    The answer ID number.

                                    Summary

                                    The title of the answer.

                                    Hits

                                    The number of times users looked at the answer.

                                    Rank #1 Count

                                    The number of times a user answered a question, such as, How well did this answer your question? by selecting the lowest of the configured number of options.

                                    If there are only two options configured, this value is No.

                                    If there are five options configured, this value is 1 Star.

                                    Rank #2 Count

                                    The second lowest of the configured number of options.

                                    If there are only two options configured, this value is Yes.

                                    If there are five options configured, this value is 2 Stars.

                                    Rank #3 Count

                                    The third lowest of the configured number of options.

                                    This value is 3 Stars.

                                    Rank #4 Count

                                    The second highest of the configured number of options.

                                    This value is 4 Stars.

                                    Rank #5 Count

                                    The highest of the configured number of options.

                                    This value is 5 Stars.

                                      Answers Viewed by Product

                                      You can determine which answers in your knowledge base that users are selecting most often, as well the answers that users are not selecting. Use this report to see the number of answers users selected in a time period, sorted by product.

                                      Note: Note: You can see the same report information for categories by selecting the Answers Viewed by Category report.

                                      The following table lists and describes the columns in the report.

                                      Table Answers Viewed by Product Report Columns

                                      Column Description

                                      Product

                                      The product you selected on the Filters window.

                                      Date

                                      The date of the answers viewed for the date grouping you selected. For example, if you select the date group Month, you see the number of answers viewed for each month within the date range.

                                      Answer Viewed

                                      The number of answers the users looked t for the product within a time period.

                                      Click a value in this column to see the titles of the answers users looked at on that date, and the ranking of each answer.

                                      Answer Viewed by Product - Answers

                                      You can see how users evaluate the usefulness of the answers, by product, in your knowledge base. Use this report to see how many times users selected the answers, and how they ranked each answer.

                                      A rank is an assessment of how useful the answers were to users, based on the a five-star rating, where five stars means an answer was very useful and one star means it was not useful.

                                      The following table lists and describes the columns in the report.

                                      Table Answer Viewed by Product - Answers Report Columns

                                      Column Description

                                      Answer #

                                      The answer ID.

                                      Summary

                                      The title of the answer.

                                      Hits

                                      The number of times users looked at the answer.

                                      Rank #1 Count

                                      The number of times an end-user answered a question such as How well did this answer your question? by selecting the lowest of the configured number of options.

                                      If there are only two options configured, this value is No.

                                      If there are five options configured, this value is 1 Star.

                                      Rank #2 Count

                                      This is the second lowest of the configured number of options.

                                      If there are only two options configured, this value is Yes.

                                      If there are five options configured, this value is 2 Stars.

                                      Rank #3 Count

                                      This is the third lowest of the configured number of options.

                                      This value is 3 Stars.

                                      Rank #4 Count

                                      This is the second highest of the configured number of options.

                                      This value is 4 Stars.

                                      Rank #5 Count

                                      This is the highest of the configured number of options.

                                      This value is 5 Stars.

                                        Article Aging

                                        You want to keep your knowledge base current and relevant to provide the best answers for your users. This report shows the articles in your knowledge base with their age, or number of days that elapsed since they were last updated.

                                        This report helps you determine the following information.

                                        • Which articles in your knowledge base require an update.

                                        • Which articles should be removed from the knowledge base.

                                        • Whether articles that users do not frequently view are properly indexed and searchable in the application.

                                        The following table lists and describes the columns in the report.

                                        Table Article Aging Report Columns

                                        Column Description

                                        Answer ID

                                        The answer identifier.

                                        Summary

                                        The title of the article.

                                        Views

                                        The number of times users looked at the article.
                                        Note: This column displays on the Filter reports only.

                                        Aging Days

                                        The number of days since the content was last updated (published).

                                        Last Viewed

                                        The date the users last looked at the article.

                                          Articles Created and Updated

                                          You can analyze the productivity of your organization’s authors and owners by looking at newly created and updated articles. This report provides a complete view of all the newly created articles and updated articles over a specified period.

                                          You can use this report to:

                                          • View details such as article titles, authors’ managers, content locale, and create or modified dates.

                                          • Compare the productivity of different authors.

                                          • Compare the productivity of different managers and departments

                                          • Analyze author productivity over time.

                                          You can sort this report by manager name to compare the productivity of different departments and to compare productivity over time.

                                          The following table lists and describes the report columns.

                                          Column Description

                                          Article ID

                                          The article identifier.

                                          Articles Owned

                                          The number of articles an author owns.

                                          Articles Authored

                                          The number of articles an author created.

                                          Content Locale

                                          The author’s locale (language and country).

                                          Article Version

                                          The updated or new version of the article.

                                          Date Modified

                                          The article creation or modification date.

                                          Manager

                                          The author’s manager.

                                            Article Incident Link

                                            You may need some insight on how agents are using the articles in the knowledge base. The number of incidents (service requests) linked to an article indicates its value to agents; one or more incident links indicates that an article is effective in providing solutions to customers.

                                            This report lists the articles that agents have linked to incidents most frequently, and is sorted by the Incident Link Count column.

                                            The following table lists and describes the columns in this report.

                                            Table Article Incident Link Report Columns

                                            Column Description

                                            Answer ID

                                            The answer identifier.

                                            Doc ID

                                            The document identifier.

                                            Summary

                                            The article title.

                                            Views

                                            The number of times agents looked at the article.

                                            Incident Link Count

                                            The number of times agents provided an article as an answer by either appending the answer text or a link to the answer to an incident.

                                              Author Statistics

                                              This report provides a comprehensive view of all your authors’ productivity and participation in a defined time period. It provides the authoring statistics that help measure productivity, such as the number of articles an author created, the number of articles linked to cases, or the total number of views for an article. You can use this report to:

                                              • Measure the overall output from your authors within a specified time period

                                              • Analyze an individual author’s productivity

                                              • Compare the article output among selected authors and time periods

                                              You define the report parameters in the Filters popup window. This window appears when you select the report. or you can click the Search button to open the Filter window to add to or change your selections. You can select individual authors or all authors in the Author dropdown menu, and the unit of data to view (Daily, Monthly, Yearly) in the Window field.

                                              The following table lists and describes the report columns.

                                              Table Author Statistics Report Columns

                                              Column Description

                                              Author

                                              This is the author’s name.

                                              Articles Owned

                                              This is the number or articles an author owned.

                                              Articles Authored

                                              This is the number of articles an author has created in the specified time period.

                                              Article Caselink Count

                                              This is the number of times an article was linked to a case.

                                              Articled Viewed

                                              This is the number of times an article created by the author was viewed.

                                                Feedback

                                                You can view and analyze customer feedback on articles to understand how to improve your knowledge base. Customers can add feedback when they rate the article.

                                                This report helps you perform tasks that:

                                                • Determine an overall rating for an article

                                                • Analyze the feedback for articles, by product or category

                                                • Understand which authors and authoring groups generate the most positive or negative feedback

                                                • Understand which areas in the knowledge base need improvement.

                                                The following table lists and describes the columns in the report.

                                                Table Feedback Report Columns

                                                Column

                                                Description

                                                Created

                                                The date and time that a user created the feedback.

                                                Document Ref

                                                The document reference number, or document ID, of the article.

                                                Rating

                                                The rating number that a customer gave the article.

                                                Feedback

                                                The feedback that a customer gave the article.

                                                Author

                                                The author of the article. Select the author in the Filters window.

                                                Note: This is a roll-up field so it appears as a row. You can view the feedback for several authors at the same time.

                                                  Intent Frequency

                                                  This report shows the intents that were triggered by user searches during the time period you selected on the Search screen. It identifies the intent by name and ID and shows how often each intent was triggered; it is sorted by the intents triggered most often so you can determine which intents are triggered most often. You can also track how the ranking score of an answer changes over time. These results can help you tune and optimize your knowledge base.

                                                  What is an Intent?

                                                  An intent, like a rule, determines how Intelligent Search interprets and responds to user questions. It is a dictionary object that corresponds to a general business purpose or goal, such as bill inquiry. An Intent typically captures a family of queries that Intelligent Search recognizes as a single dictionary object. For example, the bill inquiry intent matches questions about bill balances, bill payment options, and payment deadlines.

                                                  The following table lists and describes the columns in the report.

                                                  Table Intent Frequency Report Columns

                                                  Column Description

                                                  Intent ID

                                                  This is the unique identifier for the intent.

                                                  Intent Name

                                                  This is the full name of the intent as it appears in the Intelligent Search dictionary.

                                                  Frequency

                                                  This is the number of times the intent was triggered for a question.

                                                  Date Triggered

                                                  This is the date the intent was triggered.

                                                  Question Count

                                                  This is the number of questions that triggered the intent.

                                                    Articles at a Workflow Step

                                                    A workflow consists of a sequence of steps that manage a publishing lifecycle, such as Authoring or Editing steps. Each step defines a task that is assigned to a user or team of users.

                                                    This report enables you to identify and assess potential workflow process bottlenecks, such as:

                                                    • Is a particular article or article type is moving more slowly through the workflow than other types?

                                                    • Are some owners less efficient than others in completing workflow tasks?

                                                    • Is a particular workflow step slowing the progress of a large number of articles, compared to other steps?

                                                    This report shows the knowledge base articles that currently reside in a specified workflow step, and the number of days that the article has spent at the step. It is sorted by the workflow steps.

                                                    Table Articles at a Workflow Step Report Columns

                                                    Column Description

                                                    Article ID

                                                    The unique article identifier.

                                                    Article Title

                                                    The article title.

                                                    Last Update By

                                                    The name of the last person who updated the article

                                                    Article Owner

                                                    The name of the article owner.

                                                    Flow:Step Name

                                                    The name of the workflow: the name of the workflow step.

                                                    Days Since Update

                                                    The number of days since the article was last updated.

                                                    Days at Step

                                                    The number of days the article has been at this workflow step.

                                                      Clicked Documents

                                                      You can use this report to track and view the answers the users are selecting; you can also compare the number of Knowledge Advanced answers that users selected with the number of external answers. This report shows the number of Knowledge Advanced and external answers your users clicked in a specified time period. It lists the number of times users selected an answer and the URL to the answer.

                                                      The following table lists and describes the columns in the report.

                                                      Table Clicked Documents Report Columns

                                                      Column Description

                                                      Answer ID

                                                      This is the article identifier.

                                                      View Count

                                                      This is the number of times users selected an answer.

                                                      Document URL

                                                      This is the URL for the Knowledge Advanced or external answer.

                                                        Click-Through Rate of External Documents

                                                        This report shows the article titles and the click-through rate for each article in a specified time period. It identifies the external articles users selected, sorted by the articles selected most often. Specifically, these are articles that are external to your knowledge base. You can use this report to determine if users are finding the information they need in the knowledge base or if they are going to external sources.

                                                        The following table lists and describes the columns in this report.

                                                        Table Click-Through Rate of External Documents Report Columns

                                                        Column Description

                                                        Answer Summary

                                                        This is the summary text of the answer.

                                                        Click-through Rate

                                                        This is 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 the answer was selected, or clicked. For example, if an answer displays 100 times and users click it 50 times, the click-through rate for that answer is .5.

                                                          Customer Activities

                                                          This report enables you to view and analyze end user customer activities data, specifically the types of questions your customers are asking and how often they click through or browse the articles in the search results. As a contact report, it displays data from all end users customers who submit questions to a customer portal, or reside in your database.

                                                          It lists the names of the end users asking questions and the text of each question they asked, and the number of articles users browsed or clicked in a specified period of time. You can view additional data by clicking certain columns to view detail reports.

                                                          You define the report parameters in the Filters popup window. This window appears when you select the report. or you can click the Search button to open the Filter window to add to or change your selections. You select a data range (the default is one week) and enter then first and last name of the customer. You can also enter the wildcard symbol (%) in the Name field(s).

                                                          You can view sub-reports that provide additional details on some of the column data:

                                                          • Click the link in the Questions Asked column to see the question text in the Questions Asked report.

                                                          • Click the link in the Search Click-thru of Articles column to see the article titles and their positions the Search Answers Clicked report.

                                                          • Click the link in the Article Browsed column to see the number of articles agents browsed in the Browse Answers Clicked report.

                                                          The following table lists and describes the columns in the report.

                                                          Table Customer Activities Report

                                                          Column

                                                          Description

                                                          Customer Name

                                                          This is the name of the end user customer.

                                                          Contact ID

                                                          This is your organization’s identification number for the customer.

                                                          Questions Asked

                                                          This is the total number of questions the customer asked.

                                                          Search Click-thrus of Articles

                                                          This is the number of clickthroughs of search results the customer performed.

                                                          Articles Browsed

                                                          This is the number of articles the customer browse from indirect results, such as articles in a Related Topics list.

                                                            Browse Answers Clicked Drilldown Report

                                                            When you click on the Articles Browsed column in the Customer Activities report, the Browse Answers clicked report open. This report lists the articles the end user customer browsed during a specified time period. Browsing is the action of clicking through articles that are not directly in search results, for example articles in a Related Articles list.

                                                            The following table lists and describes the columns in this report.

                                                            Table Browse Answers Clicked Drilldown Report Columns

                                                            Column Description

                                                            Article ID

                                                            This is the unique identifier for the browsed article.

                                                            Summary

                                                            This is the title of the browsed article.

                                                              Search Answers Clicked Drilldown Report

                                                              When you drill down on the link in the Search Clickthrus of Articles column in the Customer Activities report, the Search Answers Clicked report opens. This report lists details about the articles customers clicked in the search results.

                                                              Note: An article may show up more than one time in the list of articles because customers clicked it two or more times in different search positions.

                                                              The following table lists and describes the report columns.

                                                              Table Search Answers Clicked Drilldown Report

                                                              Column Description

                                                              Article ID

                                                              This is the article identifier.

                                                              Summary

                                                              This is the article title

                                                              Search Result Position

                                                              This is the article’s position in the search results list.

                                                              Question Text

                                                              This is the text of the customer’s question.

                                                                Questions Details Report

                                                                When you click on the Questions Asked column in the Customer Activities report, the Question Details report opens. This report lists the actual questions the customers asked and the dates of the questions.

                                                                The following table lists and describes the report columns.

                                                                Column Description

                                                                Normalized Text

                                                                This shows the keywords the customer used to ask the question.

                                                                The keywords in parentheses ( ) are unknown words, and the keywords in curly brackets { } are words that are known to the dictionary.

                                                                Question Text

                                                                This is the actual text of the question that the customer asked.

                                                                Created

                                                                This is the date the customer asked the question.

                                                                  Daily Question Sessions

                                                                  For some projects you may need specific data on the number and type of questions users asked on a specific date. For example you may want to measure the number of questions asked that are associated with a new product or service. This report provides data that shows the number of questions users asked on a daily basis, and the number of unique search events, or sessions, in which the questions were asked.

                                                                  Viewing this report helps you understand how your users are engaging with your knowledge base by:
                                                                  • Determining the number of questions users are asking daily in a specified time period

                                                                  • Determining the number of unique search sessions users are performing daily in a specified time

                                                                  • Determining the number of unique questions asked in each session

                                                                  • Viewing the question details, including the actual question text

                                                                  The data in this report is sorted in ascending order by date, although you can change the sort order if necessary. You can drill down on the Total Number of Questions column to open the Question Detail report to view the text of each question asked on that day, sorted in the ascending order of the Phrase Stem.

                                                                  The following table describes each column in the report.

                                                                  Table Daily Question Sessions Report Columns

                                                                  Column Description

                                                                  Date

                                                                  This is the date the questions were asked.

                                                                  Total Number of Questions

                                                                  This is the total number of questions asked on this day.

                                                                  Note: Drill down on this column to view the text of each question.

                                                                  Total Number of Unique Questions

                                                                  This is the number of questions asked during the specified period that were unique. For example, if 100 questions were asked during a specified period but 20 of those questions were the same, this number is 80.

                                                                  Total Number of Unique Sessions

                                                                  This is the number of sessions (searches?) users performed during the specified period.

                                                                  Viewing Question Details Text

                                                                  When you drill down on the Total Number of Questions column, the Question Detail report opens. This report shows the actual text of each question asked the day you select.

                                                                  The following table lists and describes each column in the detail report.

                                                                  Table Question Details Report Column

                                                                  Column Description

                                                                  Question Text

                                                                  This is the actual text of the question asked.

                                                                  Phrase stem

                                                                  This is a question in which Knowledge Advanced processes have removed case distinctions, spelling errors, punctuation, skipped words, and other elements that may differentiate it from otherwise identical questions; similar user questions are reduced to a single normalized question. The phrase stem displays in the following notation:

                                                                  • Concepts. These are Dictionary objects that define meanings of words and phrases. Many of these concepts are inherited from the industry dictionary associated with your site, and some are user defined. Concepts appear in curly braces { }

                                                                  • Unknown Words. These are words that are not defined or known to your search engine. These words appear in parentheses ( ).

                                                                  Question Count

                                                                  This is the number of times a question was asked on a specific date.

                                                                    Keyword Searches - Search String

                                                                    This detail report displays when you click on a value in the Answers column in the Keyword Searches report. It shows the search string(s) associated with the phrase and the number of times the user searched on it.

                                                                    The following table lists and describes each column in the report.

                                                                    Table Keyword Searches Search String Report Columns

                                                                    Column Description

                                                                    Search String

                                                                    This lists the search strings associated with the phrase stem.

                                                                    Note: A search string is a normalized question.

                                                                    Search Count

                                                                    This is the number of times users performed a search on the question (search string).

                                                                    Answer

                                                                    This is the total number of answers that were returned for this question (search string).

                                                                      Keyword Searches

                                                                      You can use this report to identify the keywords or phrases that users are searching for most often and the number of answers in the knowledge base that address those keywords. It shows the keyword or phrase, the number of times users searched on it, and the number of answers returned, in a specified time period.

                                                                      This report shows the keyword or phrase as a phrase stem. The stem of a word is the root form of the word, minus any inflection. For example, the word work is the stem for the words works, working, and worked.

                                                                      The following table lists and describes the columns in the report.

                                                                      Table Keyword Searches Report Columns

                                                                      Column Description

                                                                      Phrase Stem

                                                                      This is the stem phrase that users searched on during the specified time period. Analytics displays the keyword as a stem word.

                                                                      Search Count

                                                                      This is the number of times users searched on the keyword during the specified time period.
                                                                      Note: The values in this column may not match the values in Answers column. This happens because this column shows the total number of results for a question, which may include answers users cannot access, such as similar question links or filtered subsets. Therefore, you view this column to identify the total number of answers overall for the question, not the number of answers users accessed.

                                                                      Answers

                                                                      The is the number of answers that Analytics returns for the keyword. Select the link in this column to see the search string for this answer.

                                                                        Knowledge Consumption by User Groups

                                                                        This report enables you to analyze how your users consume (read or link to) your site’s content. A user group generally has specific content associated to it; for example, the user group named Gold Users may have access to more content than the user group named Silver Users. Or, the user group Sales may have access to different content from the user group Technical.

                                                                        This report shows the number of articles associated to and viewed by each user group, as well as the number of clickthroughs and browses users performed during a specified time period. It also provides the percentage of total views for each user group.

                                                                        The following table lists and describes each column in the report.

                                                                        Table Knowledge Consumption by User Group Report Columns

                                                                        Column

                                                                        Description

                                                                        User Group

                                                                        This is the name of the user group and answer access level. An answer access level restricts customer access to identified information.

                                                                        Number of articles in user group

                                                                        This is the total number of articles in the knowledge base that are associated to a selected user group.

                                                                        Number of articles viewed

                                                                        This is the number of articles associated to a selected user group that users viewed.

                                                                        Clickthru Count

                                                                        This is the number of times users selected, or clicked through, an article in a list of search results.

                                                                        Browse Count

                                                                        This is the number of times users select content from sources other than the returned Search list.

                                                                        Consumption Ratio

                                                                        This is the percentage of total knowledge base views that were performed by each group.

                                                                          Least Useful Articles

                                                                          This report is helpful when you want to review how well your customers or agents are interacting with the articles in your knowledge base. It lists each article title, within the filter parameters you set up, and provides details such the number of users who viewed the article, how many incidents agents linked to the article, or how users rated the article.

                                                                          Specifically, this report shows the articles that users found least useful, based on the reporting characteristics. This helps you identify poor-performing articles and determine whether the articles should be updated or deleted.

                                                                          You can change the Sort arrow for any of the columns to view the least useful articles based on characteristics. 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 articles by rating.

                                                                          The following table lists and describes each column in the report.

                                                                          Table Least Useful Articles Report Columns

                                                                          Column Description

                                                                          Summary

                                                                          This is the title of the article.

                                                                          Views

                                                                          This is the number of times a customer viewed this article.

                                                                          Incident Count

                                                                          This is the number of incidents linked to an article. The number of articles links indicates its value to agents; the more links to the article, the more effective it is to providing solutions.

                                                                          Click-thru Rate

                                                                          This value is the ratio of the number of times users clicked an article to the number of times the article appeared in the search results.

                                                                          Rating

                                                                          This is an assessment of how useful the answers were to users. It is an average 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).

                                                                            Most Useful Articles

                                                                            This report is helpful when you want to review how well your customers or agents are interacting with the articles in your knowledge base. It lists each article title, within the filter parameters you set up, and provides details such the number of users who viewed the article, how many incidents agents linked to the article, or how users rated the article.

                                                                            Specifically, this report shows the articles that users found most useful, based on the reporting characteristics. This 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 least useful articles based on characteristics. 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 articles by Rating.

                                                                            The following table lists and describes the columns in the report.

                                                                            Table Most Useful Articles Report Columns

                                                                            Column Description

                                                                            Summary

                                                                            This is the title of the article.

                                                                            Views

                                                                            This is the number of times a customer viewed this article.

                                                                            Incident Count

                                                                            This is the number of incidents linked to an article. The number of articles links indicates its value to agents; the more links to the article, the more effective it is to providing solutions.

                                                                            Click-thru Rate

                                                                            This value is the ratio of the number of times users clicked an article to the number of times the article appeared in the search results

                                                                            Rating

                                                                            This is an assessment of how useful the answers were to users. It is an average 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).

                                                                              Questions with Low Score Answers

                                                                              This report shows the frequent questions for which there are no high-scoring answers. You can use it to ensure that useful answers exist in your knowledge base, and that Knowledge Advanced processes can find them. If many customers are asking certain questions, and the search scores of the best answers in your knowledge base are less than the threshold score, you can take steps to improve or update the content or tune the indexing options

                                                                              This report shows a list of normalized customer questions that returned answers with scores of less than the predetermined threshold for search scores.

                                                                              About Normalized Questions

                                                                              A normalized question is a question in which Knowledge Advanced processes have removed case distinctions, spelling errors, punctuation, skipped words, and other elements that may differentiate it from otherwise identical questions.

                                                                              About Search Scores

                                                                              A search score is a value that represents how efficiently each answer responded to a question. Knowledge Advanced determines this score by applying various rules, each of which contributes to a total score for each document in the knowledge base.

                                                                              The following table lists and describes the columns in the report.

                                                                              Table Questions with Low Score Answers Columns

                                                                              Column Description

                                                                              Normalized Question

                                                                              This is the edited, or normalized, question.

                                                                              Question Count

                                                                              This is the number of questions that match the normalized question, and whose top five answers had scores less than the threshold score.

                                                                              % Question Count

                                                                              This is the percentage of questions that match the normalized question.

                                                                              Click-thru Rate

                                                                              This is the percentage of questions that matched the normalized question and received at least one click-through.

                                                                                Recent Questions

                                                                                This report shows the actual questions users asked in the interface(s) that you specify. It shows the following information.
                                                                                • The total number of actual questions asked

                                                                                • The interface in which the question was asked

                                                                                • The text of the question (normalized and actual)

                                                                                • The number of times users searched on a question

                                                                                This report helps you determine which questions and interfaces users are searching on most often during a specified time period, and if the numbers are trending up or trending down.

                                                                                The following table lists and describes the report columns in the report.

                                                                                Table Recent Questions Report Columns

                                                                                Column Description

                                                                                Interface Name

                                                                                This is the name of the interface associated with the actual question.

                                                                                An interface is the console, windows, and pages used by staff and customers to access an Oracle Service Cloud application and interact with a single knowledge base.

                                                                                Actual Question

                                                                                This is the non-edited actual question on which the user searched.

                                                                                Normalized Text

                                                                                This is the actual question with case distinctions, spelling errors, punctuation, skipped words, and other elements that may differentiate it from otherwise identical questions removed.

                                                                                Actual Question Count

                                                                                This is the number of actual questions searched on.

                                                                                Search Date

                                                                                This is the date and time the user asked the question.

                                                                                  Recommendations

                                                                                  You can review and analyze recommendations from creation to completion. Customers can create recommendations to request a new article or updates to a current article, for example, to correct a procedure or add information.

                                                                                  This report can help you answer questions such as:

                                                                                  • How many recommendations are new?

                                                                                  • How many recommendations are completed or updated?

                                                                                  • Which authors or authoring groups have completed the most recommendations?

                                                                                  • What is the substance of the recommendations? For example, are users consistently updating your procedures?

                                                                                  The following table lists and describes the columns in the report.

                                                                                  Table Recommendations Report Columns

                                                                                  Column

                                                                                  Description

                                                                                  Created

                                                                                  The date and time that a customer created a recommendation.

                                                                                  Updated

                                                                                  The date and time that an author updated an article with a recommendation.

                                                                                  Priority

                                                                                  The priority that a customer sets for the recommendation. You can select Low, Medium, or High.

                                                                                  Title

                                                                                  The title of the recommendation.

                                                                                  Comments

                                                                                  Optional comments about the recommendation.

                                                                                  Requested By Name

                                                                                  The full name of the customer that created the recommendation.

                                                                                  Completed By

                                                                                  The full name of the author that completed the recommendation.

                                                                                    Advanced Searches Summary

                                                                                    Sometimes your users ask questions that return a relatively high number of answers from your knowledge base, but they end up selecting a very low number of those answers. You can use this report to see the questions your users are asking, how many answers show up, and whether they selected any of the answers. It is sorted in descending order by the number of visits for each question.

                                                                                    You can view additional column details by drilling down on the links in the columns.

                                                                                    The following table lists and describes the columns in the report.

                                                                                    Table Advanced Searches Summary Report Columns

                                                                                    Column Description

                                                                                    Search Question

                                                                                    The representative question. A representative question serves as a container for a group of actual questions with the same concepts and search engine attributes. For example, for the representative question, How do I remove images from my mobile phone?, the actual questions might be:

                                                                                    • How do I delete photos on my mobile phone?

                                                                                    • How do I remove pictures from my cell phone?

                                                                                    • How do I select snapshots to delete from my mobile phone?

                                                                                    Number of visits

                                                                                    The number of visits in which users asked this question. A visit is the period of time a customer spends looking for a satisfactory answer to a question.

                                                                                    Number of results

                                                                                    The average number of answers returned for the question.

                                                                                    No Answer Viewed

                                                                                    The percentage of visits where users did not view any of the answers returned for the search question.

                                                                                      Successful Intents

                                                                                      When a customer asks a question on the Customer Portal, responses to defined intents may be among the answers that Search returns.

                                                                                      You can determine how customers are using the intents by viewing intent response details in this report, which includes the responses, the number of times it was displayed, and how many times it was selected within the parameters of the filters you selected. An intent is considered successful when customers selects one or more of its responses; the more responses customers clicked, the more successful the intent.

                                                                                      This report is sorted by the most successful intents in the Success Rate column.

                                                                                      Note: You can change the Sort arrow in this column to display the least successful intents.
                                                                                      The following table lists and describes the report columns.

                                                                                      Table Successful Intents Report Columns

                                                                                      Column Description

                                                                                      Intent Response

                                                                                      This is a collection of answer content that is predefined for the intent. You can create and manage intent responses as single entities.

                                                                                      Intent Responses can be assigned to one or more specified Intents.

                                                                                      Success Rate

                                                                                      This measures the success of the intent. It is a ratio of the Click-thru Count value and the Display Count value.

                                                                                      Click-thru Count

                                                                                      This is the number of times the Intent Response was clicked.

                                                                                      Display Count

                                                                                      This is the number of questions where the intent response was displayed

                                                                                      Intent

                                                                                      This is the name of the intent that triggered the Intent Response.

                                                                                        Successful Questions for Search Recommendation

                                                                                        This report shows the successful questions your users searched on in a 60–day time period. A successful question is one that returns at least one answer. It lists each question (in normalized text), its interface, representative questions, click-through rate and click-through position

                                                                                        This data helps you determine the components of successful questions and how to tune similar questions. By tuning your questions, you optimize the search experience for your users.

                                                                                        The following table lists and describes the columns in the report.

                                                                                        Table Successful Questions for Search Recommendation Report Columns

                                                                                        Column Description

                                                                                        Normalized text

                                                                                        This is a question that is reduced to its concepts as processed by Intelligent Search; similar user questions are reduced to a single normalized question.

                                                                                        Interface

                                                                                        This is the name of the interface in which the question was asked.

                                                                                        An interface is the console, windows, and pages used by your organization and customers to access an Oracle Service Cloud application and interact with a single knowledge base.

                                                                                        Rep Question Count

                                                                                        This is the number of representative questions that users asked.

                                                                                        A representative question designates a group of actual questions with the same concepts and search engine attributes. For example, for the representative question, How do I remove images from my mobile phone?, the actual questions might be any of the following:

                                                                                        • How do I delete photos on my mobile phone?

                                                                                        • How do I remove pictures from my cell phone?

                                                                                        • How do I select snapshots to delete from my mobile phone?

                                                                                        Question CT Rate

                                                                                        This is the click-through rate, or the percentage of questions that matched the normalized question and received at least one click-through.

                                                                                        Average CT Position

                                                                                        This is the average location of all the clicked positions for each question asked. This data shows how far down the list of answers the user needs to click to find most useful answer.

                                                                                        A clicked position is the number of answers clicked for a question. For example, for Question A, the user clicks on Answer 1, Answer 2, and Answer 3; the average click-thru position is the sum of the answer positions (in this case 1+2+3=6) / (divided by) the number of clicks (3), so the average click-thru position is 2.

                                                                                          Submitting a Question for Tuning

                                                                                          It is rare that users ask a common or frequently-asked question and then do not (or rarely) select any of the answers that are returned. For example, if the question Do you have a booster plan? returns several answers about family plans but users do not select any of those answers, you might tune this question by adding concepts or synonyms.

                                                                                          Analytics provides a component named Advanced Search Summary that displays a list of user searches in a specified time period. This component looks like an Analytics report but includes an Action column that contains a Create MSQ Task link. When you select this link, Analytics forwards the question to Manage Search Query (MSQ) which is the tool you use to tune questions.

                                                                                          Note: Although they are very similar, the Advanced Search Summary component is different from the Advanced Searches Summary report. The report is available to all users and the component is available to users with the proper roles, as determined by your company

                                                                                          To use this component, you must be able to access to it. If you do not see the Advanced Search Summary in your Report Explorer, then you do not have the authority to submit questions for tuning.

                                                                                            Tasks

                                                                                            You can monitor the progress of the knowledge tasks to track what your team is working on. There are several types of tasks, including Workflow, Review, Translation, and so on.

                                                                                            This report answers questions such as:

                                                                                            • How many total tasks are in progress? How long have they been in progress?

                                                                                            • Which group or account has closed the most tasks?

                                                                                            • What is the status of selected workflows?

                                                                                            • What is the status for each task in a type? For example, what is the status of all Translation tasks, or all Review tasks?

                                                                                            The following table lists and describes the columns in the report.

                                                                                            Table Tasks Report Columns

                                                                                            Column

                                                                                            Description

                                                                                            Task Number

                                                                                            The unique task identifier.

                                                                                            Status

                                                                                            The status of the task. Select one of the following:

                                                                                            • New

                                                                                            • Open

                                                                                            • Unassigned

                                                                                            • Ignored

                                                                                            • Closed

                                                                                            Assigned Name

                                                                                            The account assigned to the task.

                                                                                            Age in days

                                                                                            The age, or number of days, of the task.

                                                                                            Comments

                                                                                            Optional comments about the task.

                                                                                            Type

                                                                                            The type of task. Select one or more of the following task types in the Search window:

                                                                                            • Workflow

                                                                                            • Translation

                                                                                            • Content Expiration

                                                                                            • Workflow Changed

                                                                                            • Workflow Expiration

                                                                                            • Review Date

                                                                                            • Rating Analysis

                                                                                            • Content Recommendation

                                                                                            • Content Change

                                                                                            • Lost Password

                                                                                            • Inactive Account

                                                                                            • Survey Answer

                                                                                            • Subscription

                                                                                            • Forum Moderation

                                                                                            • DBForum Moderation

                                                                                            Note: This field is a roll-up field so it appears as a row. It enables you to view several task types at the same time.

                                                                                              Useful Articles for Search Recommendation

                                                                                              You can analyze how your users interact with your knowledge base (for example rating an article or linking an article to cases) to evaluate the effectiveness of its articles. This report lists this information.

                                                                                              • All the articles users found useful, based on the number of times the articles were viewed and linked to other answers

                                                                                              • The average feedback scores for the articles

                                                                                              • The number of days the articles have resided in the knowledge base

                                                                                              This data can help you identify useful articles in each interface and how to position them in your knowledge base.

                                                                                              The following table lists and describes each column in the report.

                                                                                              Table Useful Articles for Search Recommendation Columns

                                                                                              Column Description

                                                                                              Title

                                                                                              This is the title of the article.

                                                                                              Interface

                                                                                              This is the name of the interface where the article resides.

                                                                                              An interface is the console, windows, and pages used by your organization and customers to access an Oracle Service Cloud application and interact with a single knowledge base.

                                                                                              View Count

                                                                                              This is the number of time users viewed the article.

                                                                                              Aging Days

                                                                                              This the number of days since the content in the article was last updated (published), or how long the current article has resided in the knowledge base.

                                                                                              Average Feedback

                                                                                              This is the average rating for the article calculated from user feedback (for example, Rating 1–5, or one star to five stars).

                                                                                              Number of Cases Linked

                                                                                              This in the number of cases to which the article is linked.

                                                                                                Words without Concepts

                                                                                                This report provides a list of words that have no associated concepts or are not recognized by the knowledge base; these are unknown words. It provides insight into the number of unknown words that exist and identify the areas of the knowledge base that might require tuning; for example, you might tune the unknown words by applying concepts to them.

                                                                                                In addition to the unknown words, this report lists the number and percentage of questions that contain those word in the specified date range. It is sorted by the number of questions with the unknown words so you see the words used most often in user questions at the top of the report.

                                                                                                The following table lists and describes the columns in this report.

                                                                                                Table Words without Concepts Report Columns

                                                                                                Column Description

                                                                                                Search Words

                                                                                                These are words that are not recognized in your knowledge base.

                                                                                                Question Count

                                                                                                This is the number of questions that contain the unrecognized word.

                                                                                                % Question Count

                                                                                                This is the percentage of questions that contain the unrecognized word.

                                                                                                Click-through Rate

                                                                                                This is the percentage of questions that contain the unrecognized word when clicked at least one time.

                                                                                                  Set the Daily Event Transaction Purge Interval

                                                                                                  You can specify the number of days that daily event transactions are stored in the database before they are purged. This default for this setting is 60 days. You can set a value in the range of 7 to 90 days.

                                                                                                  Use the following procedure to set the desire purge interval.

                                                                                                  1. At the Navigation panel, select Configuration, Site Configuration, Configuration Settings.

                                                                                                  2. At the Search popup window, accept the default of all filters selected, or select the filters you prefer.

                                                                                                  3. At the Configuration Settings screen, select items from the filters at the top of the page to narrow your search.

                                                                                                    The Filter items are listed on the Configurations Setting Screen Columns table following this procedure.

                                                                                                  4. Select Search.

                                                                                                    The list of common OKCS Settings displays.

                                                                                                  5. Select the OKCS_PURGE_DAYS setting.

                                                                                                  6. At the Configuration Entry Information screen, at the Default field, select the value you want.

                                                                                                  7. Select Save.

                                                                                                  The following table lists and describes the filter items that appear on the Configuration Settings screen.

                                                                                                  Table Configurations Setting Screen Columns

                                                                                                  Column Description

                                                                                                  Configuration Base

                                                                                                  • If All is selected, leave as is

                                                                                                  • If All is not selected, select your Analytics version

                                                                                                  Type

                                                                                                  If All is not selected, select Interface and Site.

                                                                                                  Key

                                                                                                  Enter OKCS*

                                                                                                  Folders

                                                                                                  Select All

                                                                                                  Viewing Analytics Data Tables

                                                                                                  You can view the Analytics data table and report column information.
                                                                                                  • To view data tables on an open Analytics report, select Definition, View at the top of the screen. All the table and filter information for the report displays.

                                                                                                  • To view data tables from the Data Dictionary, in the Navigation panel, select Configuration, Database, Data Dictionary and then scroll to find the data tables. The data table or column information displays. Most Analytics data tables have an okcs prefix.