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 and table.
- Purpose—Use this report to retire older articles by comparing the number of most current articles with the number of older articles.
- Filters—Line of Business, Article Creation Date, Article Status, and Author.
The article age is calculated from the date and time that the first original version of the article was created. For example, an article that was created on 2 January 2020 has a new version created in April 2020, the creation date is still considered 2 January 2020 even for the second version.
Reports on article creation details
This section describes the reports based on the article creation details.
Knowledge 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—Line of Business, 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. The report considers only the latest version of knowledge articles. 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—Line of Business and Date.
- Tip—Move the slider to select the duration.
Knowledge Article Details
Shows the details of the latest versions of articles that are created till date.
- Display type—Table.
- Purpose—Use this report to view the details of all articles.
- Description—Displays a list of knowledge articles that are created in the system. Details of the knowledge articles such as article ID, company, title, author, article status, versions, company, support group, assignee, and article creation date are displayed.
- Filters—Line of Business, Author, Article Created Between, Article Status
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:
Tab | Display type | Description | Filter(s) |
|---|---|---|---|
Article Feedback Report | Pie 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. | Line of Business, Organization, Article Status |
Articles with Good Feedback | Table | By default, displays the top 10 articles with positive feedback, their details, versions, and links to them. The helpful percentage range is 51%-100%. The number of versions is also seen and the View Details link provides details of the different versions of the article. 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, versions, and links to them. The helpful percentage range is 0%-50%. The number of versions is also seen and the View Details link provides details of the different versions of the article. 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 Articles
Shows the number of times an article was viewed by users.
- Display type—Table.
- Purpose—Use this report to analyze the articles that users viewed.
- Description—Displays a list of knowledge articles that are viewed for the most number of times. Details of the knowledge articles such as article ID, company, title, article status, number of times that the article is viewed, versions, and version details are displayed. If there are two or more articles with the same view count and at the same rank, they are grouped together.
- Filters—Top N Rank (Top), Article Creation Date, Article Status
Top N Rank (Top)—Default value is 10. It ranks knowledge articles in ascending order based on the number of their view 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
Shows the number of times an article was linked to a case by users.
- Display type—Table.
- Purpose—Use this report to analyze the articles that users linked to a case.
- Description—Displays a list of knowledge articles that are linked for the most number of times. Details of the knowledge articles such as article ID, company, title, article status, number of times that the article is linked, versions, and version details are displayed. If there are two or more articles with the same link count and at the same rank, they are grouped together.
- Filters—Top N Rank (Top), Article Creation Date, Article Status
Top N Rank (Top)—Default value is 10. It ranks knowledge articles in ascending order based on the number of their link counters.
For example, article X has link count 14 and article Y has view count 22. In the report, article Y is displayed on rank 1 and article X is displayed on rank 2.