Use analytics to understand how employees use Applaud, how knowledge and AI experiences perform, and how HR case operations change over time.
Analytics provides interactive dashboards and trends that help you:
- Understand platform adoption and usage.
- Improve knowledge based on how employees search for and use content.
- Evaluate the effectiveness of AI-powered experiences.
- Monitor HR case operations and service levels.
- Identify opportunities to improve content, AI configuration, and service processes.
Analytics focuses on interactive dashboards and trends. Reporting is different: use Reporting to generate and distribute reports.
Why use analytics?
Day-to-day activity shows what is happening in individual conversations, articles, or cases. Analytics gives you a broader view across time periods, channels, and experiences.
Use analytics to answer questions such as:
- How widely is Applaud being adopted?
- How effectively can employees find and use knowledge?
- How effectively are AI-powered experiences supporting employees?
- How are HR case operations performing across teams and over time?
- Where should we improve content, AI configuration, or service processes?
Reviewing trends instead of isolated events can help you make better decisions about platform usage, knowledge quality, AI effectiveness, and case operations.
Choose the right analytics experience
Applaud provides several analytics experiences. Choose the one that matches the question you want to answer.
| If you want to... | Use... |
| Review platform adoption and overall performance | Global analytics |
| Understand how knowledge is discovered, consumed, and trusted | Knowledge analytics |
| Monitor AI agent performance and effectiveness | Agent analytics |
| Monitor HR case operations across teams and over time | Case management analytics |
| Understand how an individual case is progressing | Case analytics in Case Management |
| Generate and distribute reports | Reporting |
Each experience focuses on a different level of analysis:
- Global analytics: How is Applaud being used and how is it performing overall?
- Knowledge analytics: How is our knowledge performing?
- Agent analytics: How effective are our AI agents?
- Case management analytics: How is our case operation performing?
- Case analytics: How is this case progressing?
- Reporting: What information do I need to share?
What you can learn
Depending on the analytics experience you open, dashboards can provide insight into:
- Adoption, active usage, and platform trends.
- Knowledge searches, content engagement, and knowledge gaps.
- AI conversations, resolution outcomes, and feedback.
- Case volume, backlog, service levels, and team workload.
You can filter many dashboards by time period, role, channel, geography, and other available dimensions.
Who uses analytics?
Different roles use analytics to answer different questions.
| Role | Typical focus |
| HR leaders | Monitor adoption, self-service outcomes, and overall service performance. |
| Platform administrators | Review usage trends, channel adoption, and platform-level performance. |
| Knowledge owners | Identify high and low-performing content and prioritize knowledge improvements. |
| AI administrators | Monitor AI effectiveness, feedback, and opportunities to improve agent configuration. |
| Case managers and case administrators | Review case operations, backlog, and service-level trends. |
Best practices
- Start with the analytics experience that matches your question.
- Set the time period before comparing trends.
- Use filters to investigate differences across roles, channels, teams, or regions.
- Treat usage metrics as activity indicators. Don't use them as proof of effectiveness on their own.
- Use analytics to identify opportunities to improve content, AI experiences, and operations, rather than focusing on a single metric.