This documentation supports the 20.02 version of BMC Helix Business Workflows.

To view the documentation for the current version, select 20.08 from the Product version menu.



Knowledge reports

When agents create knowledge articles, they add different information such as author, status, support group, assignee, and so on to the articles. 

BMC Helix Business Workflows provides the following types of reports out-of-the-box with filters to view the required information:

Report on article age

This section describes the reports based on the age of knowledge articles.

Article age report

Shows the number of articles grouped by their age. Article ages are calculated in multiples of three months. The table below the chart provides a list of articles grouped by the article age, with details, and a link to view the article.

  • Display type—Pie chart.
  • Purpose—Use this report to retire older articles by comparing the number of most current articles with the number of older articles.
  • Filters—Article Creation Date, Article Status, and Author. 

Report on article creation details

This section describes the reports based on the article creation details.

Article Contributors

Shows the number of articles created by various authors over the selected period of time. Each bar is stacked based on the author. 
Click the bar chart to view a list of articles created by an author, with details, and a link to view the article.

  • Display type—Stacked Vertical Column.
  • Purpose—Use this report to analyze the top contributors of knowledge articles over the selected duration.
  • Filters—Article Author, Article Creation Date, and Article Status.

Article Creation and Publish Trend

Shows the number of articles created and published over a period of time. Hover over the data points to view the article details. 
The table displays a list of articles grouped by the date they were created and provides a link to view the article. 

  • Display type—Multi-line chart.
  • Purpose—Use this report to analyze the top contributors of knowledge articles over the selected duration.

  • Filter—Date.

  • Tip—Move the slider to select the duration.

Reports on article history

This section describes the reports based on article history.

Article Feedback Report

Shows the number of articles with positive and negative feedback based on the helpful percentage.
The helpful percentage for an article, shows the percentage of users who found it helpful. For more information about helpful percentage, see Providing feedback for improving the quality of knowledge articles.

  • Display type—Pie chart.
  • Purpose—Use this report to view articles with good and bad feedback, and improve them.

The following table provides more information about the tabs in the report: 

TabDisplay typeDescriptionFilter(s)
Article Feedback ReportPie chart

Provides a chart which displays the percentage of articles with positive, negative, and no feedback.

Tip: Hover over the chart to view the number and percentage of articles with different feedback.

Organization, Article Status
Articles with Good FeedbackTable

By default, displays the top 10 articles with positive feedback, their details, and links to them. The helpful percentage range is 51%-100%.

If there are two or more articles with same feedback percentage and at the same rank, they are grouped together.

Top N Rank (Top), Organization, Article Status

Top N Rank (Top)—Default value is 10. Articles with good feedback percentage under rank 10 are displayed in descending order.

You can sort the table in ascending or descending order.

Article with Bad Feedback / No Feedback

By default, displays the top 10 articles with negative feedback, their details, and links to them. The helpful percentage range is 0%-50%.

If there are two or more articles with same feedback percentage and at the same rank, they are grouped together.

Bottom N Rank (Bottom), Organization, Article Status

Bottom N Rank (Bottom)—Default value is 10. Articles with bad feedback percentage under rank 10 are displayed in descending order.

You can sort the table in ascending or descending order.

Most Viewed and Linked Articles

Shows the number of times an article was viewed and linked to a case by users.

  • Display typeLine chart.
  • Purpose—Use this report to analyze the articles that users viewed and linked to a case.

The following table provides more information about the tabs in the report: 

TabDisplay typeDescriptionFilter(s)
Most Viewed and Linked Articles Line chart

Provides a multi-line chart which shows the most viewed and linked articles.

Tip: Hover over the data points to view the number of times an article was viewed or linked.

Article Creation Date, Calling Application, Article Status

Most Viewed ArticlesTable

Provide tables that display article details such as Article ID, Organization, Title, Article Status, Number of times that article was viewed or linked, and a link to the article.

If there are two or more articles with the same view or link count and at the same rank, they are grouped together.

Top N Rank (Top), Article Creation Date, Application from where article was viewed, Application from where article was linked, Article Status

Top N Rank (Top)—Deafult value is 10. It ranks knowledge articles in ascending order based on the number of their view and link counters.
For example, article A has view count 8 and article B has view count 5. In the report, article A is displayed on rank 1 and article B is displayed on rank 2.

Most Linked Articles
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