Knowledge Base Reports

Knowledge Base reports provide data and statistics on Knowledge Base usage. These are built-in reports for which you select criteria. Knowledge Base reports return data on internal and public solutions.

Statistics Reports

There are three types of Statistics report:

• Activity Reports—Activity reports return customer and agent votes on the usefulness and accuracy of Knowledge Base solutions. Results are show responses to the question fo whether the solution was useful. Responses are Yes, Yes, but Inaccurate, and No.
• Outcome—Outcome reports show the creators of solutions, how often the solutions were edited by them or others, and the number of times the solutions were used by them or others. This gives you an idea of how often solutions need to be updated or corrected once they have been created and how much they are being used.
• Trends—Trend reports show the number of solutions created by agent and by team, the number of solutions created by agent and by team, and the votes on accuracy of solutions by agent and by team.

Running a Statistics Report

To run a Statistics Report:

1. Select Reports | Knowledge Base from the FootPrints Toolbar.
2. Select Statistics from the drop-down field, then click GO.
3. Select the type of output for the report.

• HTML—The results will be displayed in a browser window after they have been generated.
• Export—Results wil be displayed in a file that can be saved. If you select Export, the next step will require that you specify the type of file into which the data is to be exported. Options are MS Excel (a comma-separated file with a .csv extension), Tab delimited (a file with tabs separating the fields and a .tsv extension), or Custom (you must select your own field separator and the file will be saved with a .txt extension).
• Click GO after you’ve made your selection (or selections, if you chose Export).
• Choose from the following options:

• Choose a Report—Pick the type of report to return: Activity, Outcome, or Trends.
• Activity Reports—Activity reports return customer and agent votes on the usefulness and accuracy of Knowledge Base solutions. Results are show responses to the question fo whether the solution was useful. Responses are Yes, Yes, but Inaccurate, and No.
• Outcome—Outcome reports show the creators of solutions, how often the solutions were edited by them or others, and the number of times the solutions were used by them or others. This gives you an idea of how often solutions need to be updated or corrected once they have been created and how much they are being used.
• Trends—Trend reports show the number of solutions created by agent and by team, the number of solutions created by agent and by team, and the votes on accuracy of solutions by agent and by team.
• Include all Solutions—Define the date range for searching.

• Exact—Specify exact dates to search on in the period specified. Enter the date or dates to search on. Click to display a searchable calendar.
• created—Solutions that were created on, before, after or between (depending on the drop-down selection you make next) the specified date(s) are returned (leave second date blank for all but “between”).
• last edited—Solutions that were last edited on, before, after or between (depending on the drop-down selection you make next) the specified date(s) are returned (leave second date blank for all but “between”).
• used— Solutions that were used on, before, after or between (depending on the drop-down selection you make next) the speified date(s) are returned (leave second date blank for all but “between”).

NOTE

When "on" a single date is chosen, and you are reporting by month, the report contains Solutions for the month that date is in. If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

• Relative—Searches by relative date, allowing you to create a search or report that for example, returns Solutions for the last month. Select a number from the first drop-down (1-31), and select the period from the second drop-down (Day, Week, Month, or Year).
• Range—Select this to search by a particular time period, e.g., yesterday, last Sunday, etc.
• Click GO. The report is returned. If you elected to Export the file, you will be asked if you want to open or save the file.

LifeCycle Reports

Lifecycle reports return the amount of time a solution spent in a particular part of its lifecycle following creations. Types of lifecycle reports are:

• • Time Spent in a Particular Status—The amount of time that the solution spent in a particular status. For example, the status might be “Pending”, i.e., waiting for approval to be entered into the Knowledge Base.
• • Time to Go from Status A to Status B—The amount of time a solution spent going from one status to another. For example, if your organization had several intermediate steps in the approval process but you wanted to know how long it took for solutions to be placed in the Knowledge Base after they were submitted to that process, this would tell you. Status A, for example, might be “Submitted for KB” and Status B might be “Closed”, but statuses “Pending Approval” and “Verified by Test” might be intermediuary steps between “Submitted for KB” and “Closed”.
• • Time Spent in Each Status—Time Spent in a Particular Status returns the amount of time that solutions spent in a specified status. Time Spent in Each Status returns the amount of time that solutions spent in each of the statuses, so that all statuses are returned with data.

Running a Lifecyle Report

To run a Lifecycle Report:

1. Select Reports | Knowledge Base from the FootPrints Toolbar.
2. Select Lifecycle from the drop-down field, then click GO.
3. Select the type of output for the report.

• HTML—The results will be displayed in a browser window after they have been generated.
• Export—Results will be displayed in a file that can be saved. If you select Export, the next step will require that you specify the type of file into which the data is to be exported. Options are MS Excel (a comma-separated file with a .csv extension), Tab delimited (a file with tabs separating the fields and a .tsv extension), or Custom (you must select your own field separator and the file will be saved with a .txt extension).

4. Choose a report:

• Time Spent in a Particular Status—The amount of time that the solution spent in a particular status. For example, the status might be “Pending”, i.e., waiting for approval to be entered into the Knowledge Base.
• Time to Go from Status A to Status B—The amount of time a solution spent going from one status to another. For example, if your organization had several intermediate steps in the approval process but you wanted to know how long it took for solutions to be placed in the Knowledge Base after they were submitted to that process, this would tell you. Status A, for example, might be “Submitted for KB” and Status B might be “Closed”, but statuses “Pending Approval” and “Verified by Test” might be intermediary steps between “Submitted for KB” and “Closed”.
• Time Spent in Each Status—Time Spent in a Particular Status returns the amount of time that solutions spent in a specified status. Time Spent in Each Status returns the amount of time that solutions spent in each of the statuses, so that all statuses are returned with data.

5. Report by:

• Average for Team—Averages the report data by team.
• Average for Agent—Averages the report data by agent.
• Average for Time Period—Averages the report data by the time period you specify.

6. Click GO.
7. The next page requires different information depending on which type of report you chose:

• Time Spent in a Particular Status
• Status—The status for which you want data.
• Include Issues
• Exact—Specify exact dates to search on in the period specified. Enter the date or dates to search on. Click to display a searchable calendar.
• Created—Solutions that were created on, before, after or between (depending on the drop-down selection you make next) the specified date(s) are returned (leave second date blank for all but “between”).
• Last edited—Solutions that were last edited on, before, after or between (depending on the drop-down selection you make next) the specified date(s) are returned (leave second date blank for all but “between”).

NOTE

When "on" a single date is chosen, and you are reporting by month, the report contains Solutions for the month that date is in. If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

• Relative—Searches by relative date, allowing you to create a search or report that for example, returns Solutions for the last month. Select a number from the first drop-down (1-31), and select the period from the second drop-down (Day, Week, Month, or Year).
• Range—Select this to search by a particular time period, e.g., yesterday, last Sunday, etc.
• Time to Go from Status A to Status B
• Starting Status/Ending Status—The starting status for which you want data. The data will be returned for solutions based on the time it took to go from the starting status to the ending status.
• Only Include Issues that Still Remain in the Ending Status—Check this box if you only want data for solutions that are still in the ending status. Leave this box unchecked if you want to include all solutions that meet the criteria regardless of their current status.
• Include Issues
• Exact—Specify exact dates to search on in the period specified. Enter the date or dates to search on. Click to display a searchable calendar.
• Created—Solutions that were created on, before, after or between (depending on the drop-down selection you make next) the specified date(s) are returned (leave second date blank for all but “between”).
• Last edited—Solutions that were last edited on, before, after or between (depending on the drop-down selection you make next) the specified date(s) are returned (leave second date blank for all but “between”).

NOTE

When "on" a single date is chosen, and you are reporting by month, the report contains Solutions for the month that date is in. If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

• Relative—Searches by relative date, allowing you to create a search or report that for example, returns Solutions for the last month. Select a number from the first drop-down (1-31), and select the period from the second drop-down (Day, Week, Month, or Year).
• Range—Select this to search by a particular time period, e.g., yesterday, last Sunday, etc.
• Time Spent in Each Status—Data is returned for all solutions for all statuses.
• Include Issues
• Exact—Specify exact dates to search on in the period specified. Enter the date or dates to search on. Click to display a searchable calendar.
• Created—Solutions that were created on, before, after or between (depending on the drop-down selection you make next) the specified date(s) are returned (leave second date blank for all but “between”).
• Last edited—Solutions that were last edited on, before, after or between (depending on the drop-down selection you make next) the specified date(s) are returned (leave second date blank for all but “between”).

NOTE

When "on" a single date is chosen, and you are reporting by month, the report contains Solutions for the month that date is in. If "on" a single date is chosen, and you are reporting by week, the report contains Issues for the week the date is in.

• Relative—Searches by relative date, allowing you to create a search or report that for example, returns Solutions for the last month. Select a number from the first drop-down (1-31), and select the period from the second drop-down (Day, Week, Month, or Year).
• Range—Select this to search by a particular time period, e.g., yesterday, last Sunday, etc.