About Knowledge Reports

Knowledge reports are provided to analyze the use of knowledge resources, such as knowledge articles, self service portals, guided help sessions, and so on. There are generally two types of report:

• Historical: Aggregated volumes and performance metrics which occurred during a specified interval of time (i.e. date, week, month or half hour period).

• Detail: A list of individual sessions or other items that were created, completed or had some other action performed on them during a specified interval of time. 

Under the Knowledge Reports folder, you will find a set of sub-folders for detail reports and historical reports. The latter are organized into several folders for different time intervals:

• Daily: Report on a period of one or more days. The report will show daily totals, broken down by resource (For example, agent, portal, article).

• Weekly: Report on a period of one or more weeks. The report will show weekly totals, broken down by resource.

• Monthly: Report on a period of one or more months. The report will show monthly totals, broken down by resource. 

• Intra-day: Use to investigate peaks and troughs during the course of a day. The report will show totals per resource (For example, agent, portal, article), broken down by half hour.

• Day-on-Day: Use to investigate peaks and troughs over several days. The report will show totals per resource, broken down by date.