What is the Overview Tab in the Analytics Section?

The Overview tab in the analytics section provides a comprehensive snapshot of your Knowledge Base's performance. By examining key metrics and data points, you can gain insights into user interactions and overall effectiveness.

Support Cases Avoided

This section tracks the number of support cases that were successfully avoided through users finding answers in the Knowledge Base. It highlights the effectiveness of your content in addressing user inquiries without needing direct support intervention.

• Total Searches: Here, you'll find the total number of searches conducted within the Knowledge Base. This metric indicates how often users are engaging with the search function to find information.
• Found Answers: This section details the number of times users found relevant results or matches for a specific search. It reflects the effectiveness of the content in meeting user needs.
• Contacted Support: This metric tracks the number of users who submitted a contact form after searching for answers in the Knowledge Base. It can help identify gaps in content where users still require assistance.

Solution Quality Index (SQI)

The Solution Quality Index measures the effectiveness of the Knowledge Base by calculating the percentage of successful answers found during searches. It is determined using the formula:

SQI = (Number of Searches / Number of Times Answers Found​) × 100

This index provides insights into how well the content serves users' inquiries.

Team Usage Graphic

This section features a graphical representation of team usage, showcasing how different teams within the organization are engaging with the Knowledge Base.

Employee Stats

Here, you can view statistics for five selected employees, including their article views and reads. This data can help identify top contributors and highlight areas for training or support.

Articles

In this section, a list of five articles is displayed, with options to filter by the most liked or disliked content. This helps you understand which articles resonate most with users and which may need improvement.

Searches

This section provides data on the latest keywords that users have searched for in the Knowledge Base. It can inform content strategy by highlighting trending topics or frequently asked questions.