Federated Content Access

Report on the federated content items that are most used in the portals. These are prime candidates to be migrated into the knowledge base as articles and Guided Help flows.

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 into the individual pages or content items.

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 Federated Content Usage model and includes the following columns:

Content Name

The name of the content item that was viewed. Typically this is the title of a web page or intranet page. Since the report is not sliced by portal, session type or interval, there will be a single row in the report for each content item (although note that the same content name may be duplicated if there are genuinely multiple items with the same title). The metrics in each row is an aggregation of all of the item’s usage across every portal, session type and interval that is in-scope of the report.

Content Type

This indicates if the content item that was viewed was an intranet page or a web page.

Total Clicks

The total number of views of web content items and intranet content items resulting from searches during sessions that began in the interval.

Tip: Sort the report by this column (in descending order) to see a ranked list of the most useful items.

Content URL

The URL of the content item that was viewed.