Use Knowledge analytics to review how knowledge content is searched, used, cited, and rated over time.
If you need to investigate AI conversation volume, AI resolution, or AI feedback, use Agent analytics. If you need to investigate Case management performance in more detail, use HR Case management analytics. To review overall platform adoption and performance, use Global analytics.
Before you begin
You need:
- Access to Analytics.
- An administrator role that can open the Analytics Dashboard.
Open Knowledge analytics
- From Applaud admin, select Analytics Dashboard.
- Select Knowledge analytics.
The filter bar at the top of the page lets you filter results by:
- Period
- Role
- Channel
- Custom user properties configured for analytics.
Charts update when you change a filter.
Review Knowledge analytics
Use Knowledge analytics to:
- Monitor knowledge searches by employees and AI.
- Review AI citations and knowledge-related deflection outcomes.
- Identify frequently searched terms and poor search results.
- Track content helpfulness and engagement.
- Prioritize knowledge improvements based on demand and feedback.