Knowledge

Analyzing statistics specific to knowledge helps identify the most used knowledge and the user satisfaction level about them. From this page, the manager can notably identify the 20% of knowledge covering 80% of bot usage (Pareto principle) and capitalize on them.

Note: Push knowledge corresponds to complementary answer

Knowledge filtering​

• Weighted count: is equal to the absolute sum divided by the number of interactions per dialog.

• Absolute count: number of interactions related to a tag / knowledge.

  The Popularity parameter that you find below is the number of uses (use count) when doing analytics-related exports (For example, from Content > Import / Export > Quick Export > Timeline).

  Note: over the same period, you can see a difference between the results displayed on the analytics page and exports related to analytics. When analytics are measured on over more than 100 days, they are agglomerated monthly from the Analytics page. Therefore, the selection of a period from 01/01/2022 to 17/06/2022 will use the period from 01/01/2022 to 30/06/2022. However, the analytics-related exports will display the exact result on the exact selected period.

Knowledge cloud​

The knowledge cloud gives you an overview of how knowledge is used. The bigger the bubbles, the more the knowledge is solicited and the more the color tends towards the green, the more the satisfaction is positive.

Summary​

You can see the number of knowledge of your knowledge base that is used by users.

Show only disabled knowledge​

If you want to display only knowledge that does not have the "Published" status (status indicating that the knowledge is used in production), click on the Show only disabled knowledge link.

Knowledge is ranked in order of popularity, ie the number of times it has been used.

Show extra information​

The table above shows extra information about knowledge usage:

• Popularity : the number of times the knowledge has been requested by end users within a given timeframe.

• Positive feedback (in %) : the ratio of positive reviews compared to the total number of reviews left on a chatbox response.

• Evolution : graphical information on the changes over a certain period of time for the following data: popularity, relative popularity, and number of reviews left on responses.

• Details on user dissatisfaction: When users are allowed to specify the reason for their dissatisfaction after giving negative feedback, a table will appear upon clicking on the number of reviews.

By clicking on the icon , you can view the conversation that generated this dissatisfaction.