Article Access by Search

Report on the knowledge articles that are most used, when they have been returned by the various facets of search – Semantic Suggestions, Type Ahead Suggestions, Instant Answer References and/or traditional search.

The report uses a Portal parameter set and can be filtered by session type (for example, agent or customer). The report breaks down the data by article.

The report may be found under the following path: Reports > Knowledge Reports > Search Optimization > {interval}. It appears under the Daily, Weekly and Monthly interval folders.

The report is based on the Self Service Article Usage model and includes the following columns:

Article

The article that was accessed. 

Since the report is not sliced by portal, session type or interval, there is a single row in the report for each article. (although note that an article name may be duplicated if there are genuinely multiple articles with the same name but different IDs). The metrics in each row is an aggregation of the article’s usage across every portal, session type and interval that is in-scope of the report.

Article ID

The ID of the article that was accessed. 

Article Type

The type of the article that was accessed.

Semantic Access

The number of times that a user viewed a Semantic Suggestion, during sessions that began in the interval. These suggestions are articles matched to the user's intent by AI, as the user typed their search phrase.

Tip: Sort the report by this column (in descending order) to see a ranked list of the articles that are most likely to be successful semantic suggestions.

IA Ref Access

The number of times that a user viewed an Instant Answer reference article. When the user performed a search, AI matched their intent to snippets from this article (and potentially other articles) and composed a generative response. A link to the article itself accompanied the Instant Answer, and the user clicked through to the article.

Tip: Sort the report by this column (in descending order) to see a ranked list of the articles that are most likely to be of interest after being referenced by Instant Answers.

Type Ahead Access

The number of times that a user viewed a Type Ahead suggestion, during sessions that began in the interval. These suggestions are articles matching the search phrase that the user has typed so far.

Tip: Sort the report by this column (in descending order) to see a ranked list of the articles that are most likely to be successful type ahead suggestions.

Search Access

The number of times that an article was accessed from search results during sessions that began in the interval.

Tip: Sort the report by this column (in descending order) to see a ranked list of the articles that are most likely to be of interest after being returned as search results.