Knowledge search analytics


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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 1, 2020 - Apr 5, 2021

Business value

Understanding what agents are searching for while working on customer issues can help organizations improve the content of their knowledge base, which improves all agents' ability to help customers.

Feature details

Knowledge managers will have visibility into issues users face and whether the knowledge content effectively addresses those problems. Managers can use reports such as "top search terms with no matching knowledge articles" and "top search terms with poor engagement rate" to quickly identify and act on gaps in their knowledge content.

Search analytics include the following:

  • Search Term Volume
  • Search Term Average Click Position
  • Search Term Engagement Rate
  • Top Search Terms by Volume and other KPIs
  • Searches that return no results
  • Searches with low engagement rate

See also

Knowledge search analytics dashboard (docs)