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:
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. | Organization, Article Status |
Articles with Good Feedback | Table | 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 type—Line 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:
Tab | Display type | Description | Filter(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 Articles | Table | 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. |
Most Linked Articles |