This report evaluates the performance and usage of solution articles across clients. It provides insights of your knowledge base performance that is filtered to your needs.



Work with filters

Curated reports come with predefined filters across all tabs that help you narrow down data to suit your analysis needs. Below is a list of available filter types, their descriptions, and the possible values you can use.


Filter Type

Description

Available Values

Time Period

Defines the date range for the data displayed in the report.

Set a custom date or select a predefined range: last 7 days, 30 days, month, quarter, or year.

Author

Filters data by specific author

List of all author names.

Location

Filters tickets based on location metadata.

All available locations in your account.

Agent Group Name

Filters tickets handled by specific agent groups.

All agent group names in the account.

Tabs available in curated reports


Following is the list of all tabs available inside the curated report:

  • Effectiveness - Analyze how well solution articles are performing based on views, helpfulness, and agent contributions. The following widgets are available:

    • Most Viewed Articles - Displays the top 5 articles with the highest number of views.

    • Least Viewed Articles - Displays the 5 articles with the lowest number of views.

    • Most Helpful Articles - Highlights the top 5 articles based on helpful votes received.

    • Least Helpful Articles - Highlights the bottom 5 articles based on unhelpful votes received.

    • Agent Performance - Shows the number of articles contributed by agents along with their rankings.

  • Status - Displays the review and approval lifecycle of articles. The following widgets are available:

    • Articles with Upcoming Review Date (in 2 Weeks) - Lists articles scheduled for review within the next two weeks.

    • Articles Pending Approval for More Than 2 Weeks - Tracks articles awaiting approval beyond the two-week mark.

    • List of Articles with Upcoming Review Date - Provides a detailed list of articles approaching their review deadline.

    • List of Articles Pending Approval - Displays all articles currently pending approval.

Apply filter

Click Edit and apply the following filters on the report based on your requirement:

  • Page filters 

  • Report filters

  • Date range


Edit a widget

To edit a widget, hover over a widget in any of the tabs and you can perform the following actions.


Action

Description

Change visualization

Change is the display to map, chart or table based on your requirement

Underlying data

Opens the widget data in a dialog box.

  • Use the Filter button to filter the data based on the available metrics.

  • Use the Export button to export the data in CSV, XLSX format, and so on.

Expand

Expands the widget view.

More options

Shows more options, such as filters applied, schedule, subscribe, and so on.