Knowledge Analytics and Reporting

This guide explains how to measure, analyze, and report on the performance and impact of your knowledge base to drive continuous improvement and demonstrate business value.

Understanding Knowledge Analytics

Knowledge analytics provide insights into:

• How users interact with your knowledge content
• Which content is most effective and valuable
• Where knowledge gaps and quality issues exist
• How knowledge impacts business outcomes
• Opportunities for optimization and improvement

Setting Up Analytics Framework

Analytics Configuration

Configure your analytics foundation:

1. Navigate to Admin > Analytics > Configuration
2. Set up data collection parameters:
   • Tracking scope (which interactions to monitor)
   • Data retention policies
   • User privacy settings
   • Sampling rates for high-volume data
3. Configure integration with other analytics systems
4. Set up user segments for comparative analysis
5. Define custom metrics and KPIs

Measurement Framework

Establish what you'll measure and why:

1. Go to Admin > Analytics > Measurement Framework
2. Define your analytics hierarchy:
   • Strategic objectives (what business goals knowledge supports)
   • Key performance indicators (how you'll measure success)
   • Supporting metrics (detailed measurements)
   • Dimensions (how to slice and analyze data)
3. Align metrics with stakeholder needs
4. Document your measurement approach

Usage Analytics

Content Consumption Metrics

Track how users interact with content:

1. Navigate to Analytics > Content Usage
2. View metrics for content consumption:
   • Views and unique visitors
   • Time spent on content
   • Scroll depth and reading patterns
   • Navigation paths
   • Entry and exit points
3. Filter by content type, category, or time period
4. Identify usage trends and patterns

Search Analytics

Analyze how users find information:

1. Go to Analytics > Search Insights
2. Review search behavior metrics:
   • Top search queries
   • Search volume trends
   • Click-through rates
   • Search refinement patterns
   • Zero-result searches
   • Search abandonment rate
3. Identify search optimization opportunities
4. Track search effectiveness over time

User Journey Analytics

Understand how users navigate your knowledge:

1. Navigate to Analytics > User Journeys
2. Analyze journey metrics:
   • Common navigation paths
   • Content discovery patterns
   • Cross-content journeys
   • Journey completion rates
   • Journey abandonment points
3. Identify journey optimization opportunities
4. Compare journeys across user segments

Effectiveness Analytics

Self-Service Success Metrics

Measure how well content enables self-service:

1. Go to Analytics > Self-Service Effectiveness
2. Track resolution metrics:
   • Self-service resolution rate
   • Time to resolution
   • Issue deflection rate
   • Escalation rate after knowledge view
   • Repeat issue rate
3. Analyze by content type, topic, and user segment
4. Identify high and low-performing content

Feedback Analytics

Analyze direct user feedback:

1. Navigate to Analytics > Feedback Insights
2. Review feedback metrics:
   • Helpfulness ratings
   • Detailed feedback comments
   • Net Promoter Score (if collected)
   • Sentiment analysis of comments
   • Feedback trends over time
3. Identify content with consistently positive or negative feedback
4. Track feedback response to content improvements

Knowledge Quality Metrics

Assess content quality systematically:

1. Go to Analytics > Content Quality
2. Monitor quality metrics:
   • Accuracy scores (from expert reviews)
   • Readability metrics
   • Completeness assessment
   • Freshness (time since last update)
   • Consistency scores
   • Media quality ratings
3. Track quality trends over time
4. Identify quality improvement priorities

Business Impact Analytics

Support Impact Metrics

Measure effect on support operations:

1. Navigate to Analytics > Support Impact
2. Track support metrics:
   • Ticket deflection rate
   • Agent handling time reduction
   • First contact resolution improvement
   • Knowledge-assisted resolution rate
   • Agent knowledge usage patterns
3. Calculate cost savings and efficiency gains
4. Correlate knowledge improvements with support metrics

Customer Experience Impact

Assess effect on customer experience:

1. Go to Analytics > Customer Experience
2. Monitor experience metrics:
   • Customer satisfaction scores
   • Customer effort scores
   • Time to value
   • Retention correlation
   • Expansion correlation
3. Compare metrics for knowledge users vs. non-users
4. Track experience improvements over time

ROI Analysis

Calculate return on knowledge investment:

1. Navigate to Analytics > ROI Analysis
2. Configure ROI calculations:
   • Cost inputs (creation, maintenance, platform)
   • Value outputs (support savings, experience improvement)
   • Direct revenue impact (if applicable)
   • Productivity gains
3. View ROI dashboards and trends
4. Generate ROI reports for stakeholders

Advanced Analytics Capabilities

Predictive Analytics

Leverage AI for forward-looking insights:

1. Go to Analytics > Predictive Insights
2. Access predictive capabilities:
   • Content performance predictions
   • Knowledge gap forecasting
   • User behavior predictions
   • Impact forecasting
   • Trend analysis
3. Use predictions for proactive optimization
4. Track prediction accuracy over time

Content Optimization Intelligence

Get AI-powered improvement recommendations:

1. Navigate to Analytics > Optimization Intelligence
2. Review automated recommendations:
   • Content enhancement suggestions
   • Structure optimization ideas
   • Search improvement recommendations
   • User experience enhancements
3. Implement high-priority recommendations
4. Track impact of implemented changes

Comparative Analytics

Benchmark against internal and external standards:

1. Go to Analytics > Benchmarking
2. Access comparative analytics:
   • Internal benchmarks across content areas
   • Historical performance comparisons
   • Industry benchmarks (if available)
   • Competitive comparisons (if available)
3. Identify relative strengths and improvement areas
4. Set targets based on benchmarks

Reporting and Dashboards

Standard Reports

Access pre-built reports for common needs:

1. Navigate to Reports > Standard Reports
2. Available standard reports include:
   • Executive Summary
   • Content Performance
   • Search Effectiveness
   • Self-Service Impact
   • Quality Assessment
   • ROI Analysis
3. Schedule regular report generation
4. Configure report distribution to stakeholders

Custom Dashboards

Create tailored views for different stakeholders:

1. Go to Reports > Dashboards > Create New
2. Design custom dashboards:
   • Select relevant metrics and visualizations
   • Arrange in logical layout
   • Add context and explanations
   • Configure interactivity options
3. Share dashboards with appropriate audiences
4. Set up automatic refreshing

Automated Insights

Receive AI-generated analysis of your data:

1. Navigate to Reports > Automated Insights
2. Configure insight generation:
   • Insight types (anomalies, trends, opportunities)
   • Delivery frequency
   • Priority thresholds
   • Distribution lists
3. Review generated insights
4. Take action on high-priority items

Analytics for Different Stakeholders

Executive Reporting

Provide strategic insights for leadership:

1. Go to Reports > Executive View
2. Access executive-focused analytics:
   • Business impact summary
   • ROI and value metrics
   • Strategic goal alignment
   • High-level trends and insights
   • Resource optimization opportunities
3. Configure executive dashboard
4. Schedule quarterly executive reviews

Content Team Analytics

Support content creators and managers:

1. Navigate to Reports > Content Team View
2. Access team-focused analytics:
   • Content performance details
   • Quality assessment
   • Work prioritization guidance
   • Improvement opportunities
   • Workload and productivity metrics
3. Set up team performance reviews
4. Integrate with content planning processes

Support Team Analytics

Provide insights for support operations:

1. Go to Reports > Support Team View
2. Access support-focused analytics:
   • Knowledge usage in support
   • Agent efficiency metrics
   • Knowledge gaps from tickets
   • Article effectiveness for common issues
   • Knowledge contribution metrics
3. Configure support manager dashboards
4. Integrate with support operations reviews

Implementation Best Practices

Data Collection

Ensure high-quality analytics data:

• Implement proper tracking: Verify all interactions are captured
• Maintain data hygiene: Regularly audit data quality
• Respect privacy: Follow data protection regulations
• Document methodology: Create clear documentation of what you measure and how
• Validate data: Cross-check with other systems when possible

Analysis Approach

Derive maximum value from your data:

• Start with questions: Begin with what you need to know, not what data you have
• Look for patterns: Identify trends and correlations
• Combine quantitative and qualitative: Use both numbers and user feedback
• Consider context: Interpret data within your business environment
• Focus on actionable insights: Prioritize findings you can act on

Reporting Strategy

Communicate insights effectively:

• Know your audience: Tailor reports to stakeholder needs
• Tell stories: Use data to create compelling narratives
• Visualize effectively: Choose appropriate charts and graphs
• Provide context: Include benchmarks and targets
• Recommend actions: Don't just report data, suggest next steps

Troubleshooting

Common Issues

Issue	Solution
Inconsistent data	Audit tracking implementation and fix gaps
Low user sample size	Increase data collection period or sampling rate
Conflicting metrics	Clarify metric definitions and calculation methods
Overwhelming reports	Focus on key insights and progressive disclosure

Next Steps

• Explore Knowledge Gaps Management to address issues identified through analytics
• Learn about Testing Knowledge to validate content effectiveness
• Set up Knowledge Workflow to integrate analytics into content processes