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    Diane L
    How to report on answers viewed external or internallyAnswered
    Topic posted July 7, 2017 by Diane LRookie 
    330 Views, 6 Comments
    Title:
    How to report on answers viewed external or internally
    Content:

    Hi. I would class myself as relatively new to reporting. Is there a way of reporting on whether an answer/article in the knowledge base has been viewed externally or internally? I am unsure how to distinguish between the two in my reports. Our organisation has a public knowledgebase which can also be accessed by employees and used in responding to customers. I have been asked to report on whether 3 of our articles have been viewed externally and/or internally, their usefulness and feedback and also if the articles have been used to answer customer queries. I seem to be stuck on the first part :(

    Version:
    Service Cloud

    Best Answer

    Kenny Tietz

    Hello Diane,

    Thanks for your post.  In Friday of last week, we just launched a set of value analytics reports that center around KB and end user activity/experience as part of the Analytics Cookbook.  If you are not familiar with the cookbook it is definitely worth the time to look through.  Basically, this is a resource to teach you about reporting within Oracle Service Cloud.  This includes tutorial videos and example report "recipes" that are a written walkthrough of the report. Also included are the reports so that you can import them directly into your site.  One additional note:  We have over 900 out of the box reports that cover many use cases.  For a lesson on how to find these reports, be sure to review the "Using Report Management Module (RMM) To Find Reports" recipe in the cookbook.  

     

    The recipes that we added this past Friday can be found via the following link in the cookbook:

    Deriving Business Intelligence Through Service Cloud Value Analytics

    There are multiple reports in this list that deal with end users reporting on answers viewed, knowledge consumption, etc.  Remember, an answer view on the Customer Portal pages is always recorded in the DB as an end user answer view.

    Using the Report Management Module (RMM)  ("Reports by Description" keyword search report) I was able to find the following 28 reports in the /Public Reports/Service/Site Reports child folders that may be of assistance to you around end user answers viewed:

    Report ID Report Location Description
    204 Answer Click-through Rate /Service/Site Reports/Actionable Knowledge Foundation/Answers The report provides a list of end-user pages and actions, along with details about the visits for each.
    206 Answer Effectiveness /Service/Site Reports/Actionable Knowledge Foundation/Answers The report provides details about the actions done per answer after each was viewed during some visit to provide an overall assessment of how effective each answer is.
    214 Answer Referrers /Service/Site Reports/Actionable Knowledge Foundation/Answers This report provides the number of times the answers was viewed from each referrer.
    205 Answer Usage /Service/Site Reports/Actionable Knowledge Foundation/Answers The report provides the end-user usage details per answer.
    223 Escalation Details per Answer /Service/Site Reports/Actionable Knowledge Foundation/Answers The report provides information on the escalations that occurred after a particular answer was viewed. An escalation means that the end-user visit resulted in confirming a question or requesting a chat.
    220 Top Answers that Error /Service/Site Reports/Actionable Knowledge Foundation/Answers This report provides a list of the top 10 answer views that resulted in an error on the AnswerView page.
    209 Top Next Answers by Answer /Service/Site Reports/Actionable Knowledge Foundation/Answers This report provides a list of answers viewed during the selected time period along with top 10 answers that were most often viewed after it during the selected time period. This information may help managers to identify informational gaps in for an answer, as well as suggest possible Related Answers to add or block.
    207 Top Previous Answers by Answer /Service/Site Reports/Actionable Knowledge Foundation/Answers This report provides a list of answers viewed during the selected time period along with top 10 answers that were most often viewed before it during the selected time period. This information may help managers to identify informational gaps in an answer listed as previous, as well as suggest possible Related Answers to add or block.
    210 Top Searches per Answer /Service/Site Reports/Actionable Knowledge Foundation/Answers This report provides, for a given answer, the top 10 searches that returned it in the result list from which it was then viewed.
    15052 Discussion Question Usage /Service/Site Reports/Actionable Knowledge Foundation/Community Self Service This report provides a list of discussion questions and the actions the user performed after viewing the discussion.
    15051 Discussion Searches Summary /Service/Site Reports/Actionable Knowledge Foundation/Community Self Service This report provides a list of searches performed during end-user visits along with the actions the user performed after doing a search.
    15050 Visit Activity Summary /Service/Site Reports/Actionable Knowledge Foundation/Community Self Service The report provides details on the end-user's community interactions.
    203 Escalation Details /Service/Site Reports/Actionable Knowledge Foundation/Escalations The report provides information on the escalations from a particular page or action. An escalation means that the end-user visit resulted in confirming a question or requesting a chat. The primary purpose of this report is for providing drill-down information from Summary reports through report linking. Note that if the report is run stand-alone through the Reports Explorer the percentage columns will not be populated.
    218 Smart Assistant Summary /Service/Site Reports/Actionable Knowledge Foundation/Escalations The report provides information regarding the way users are interacting with SmartAssistant when asking a question on the end-user pages
    217 Visit Escalation Summary /Service/Site Reports/Actionable Knowledge Foundation/Escalations The report provides details on the end-user activity prior to requesting assistance by submitting a question on the Ask a Question page of Customer Portal or requesting a chat.
    219 Error Last Actions /Service/Site Reports/Actionable Knowledge Foundation/Pages and Actions The report provides a list of the pages and/or actions that resulted in error.
    202 Page Summary /Service/Site Reports/Actionable Knowledge Foundation/Pages and Actions The report provides a list of end-user pages and actions, along with details about the visits for each.
    213 Referrer Summary /Service/Site Reports/Actionable Knowledge Foundation/Referrers The report provides details on the end-user visits by referring domain.
    215 Top Answers by Referrer /Service/Site Reports/Actionable Knowledge Foundation/Referrers This report provides a list of the top 10 answers most commonly viewed from the selected referrer.
    221 Top Referring Searches From Bing /Service/Site Reports/Actionable Knowledge Foundation/Referrers This report provides a list of the top 10 searches performed the most from bing.com.
    216 Top Referring Searches From Google /Service/Site Reports/Actionable Knowledge Foundation/Referrers This report provides a list of the top 10 searches performed the most from google.com.
    222 Top Referring Searches From Yahoo /Service/Site Reports/Actionable Knowledge Foundation/Referrers This report provides a list of the top 10 searches performed the most from yahoo.com.
    208 Searches Summary /Service/Site Reports/Actionable Knowledge Foundation/Searches This report provides a list of searches performed during end-user visits along with the actions the user performed after doing a search.
    211 Top Answers per Search /Service/Site Reports/Actionable Knowledge Foundation/Searches This report provides a list of the top 10 answers viewed after performing the search.
    212 Top Searches following Searches /Service/Site Reports/Actionable Knowledge Foundation/Searches This report provides a list of the top10 searches that were performed after the selected search.
    4 Answers Viewed by Answer /Service/Site Reports/Answers Viewed Shows the total number of answers accessed from the end-user pages over a specified time period. Use this report to see which answers are the most useful, and which ones are not being selected. You can also track how the score (solved count) of an answer changes over time.
    5 Answers Viewed by Category /Service/Site Reports/Answers Viewed Shows the total number of answers by category accessed from the end-user pages over a specified time period. Use this report to see which answers are the most useful, and which ones are not being selected. You can also track how the score (solved count) of an answer changes over time.
    6 Answers Viewed by Product /Service/Site Reports/Answers Viewed Shows the total number of answers by product accessed from the end-user pages over a specified time period. Use this report to see which answers are the most useful, and which ones are not being selected. You can also track how the score (solved count) of an answer changes over time.

     

    In terms of the Internal answer views, these are answer views done from the console via the Search Knowledgebase button in the incident workspace. This information is stored in the user_trans table.  Using the Report Management Module (RMM)  ("Reports by Database Reference" search report) I was able to find the following reports in the /Public Reports/Service/Site Reports/Admin Answers Accessed folder that may be of assistance to you around agent answer views:

    Report ID Report Location Description
    135 Accessed /Service/Site Reports/Admin Answers Accessed This report will provide the number of answers an admin user accessed (viewed or appended) via the Console (not the end-user pages).
    137 Accessed by Category /Service/Site Reports/Admin Answers Accessed This report will provide the number of answers, by category, an admin user accessed (viewed or appended) via the Console (not the end-user pages).
    136 Accessed by Product /Service/Site Reports/Admin Answers Accessed This report will provide the number of answers, by product, an admin user accessed (viewed or appended) via the Console (not the end-user pages).
    138 Activity /Service/Site Reports/Admin Answers Accessed This report will provide the number of answers links appended, the number answer text appends, and the number of times an answer was viewed per agent for answer activity done while editing incidents.
    172 Answers Utilized by Agents /Service/Site Reports/Admin Answers Accessed The report provides a list of answers that agents provided to users by appending the text or URL to view it via an incident response during the date range specified at run-time. The report will be sorted by the usage count so the answers that are used the most often will appear first.

     

    I hope this information is helpful.  Happy Reporting!

    Thanks,
    Kenny T
    Product Manager, Analytics


     

    Answer

     

    • Sheri Hastings

      Hi Diana L

      Used carefully, as explained in the linked answer,  the clickstreams table may tell you the IP address/source.  This answer explains how to use the clickstreams table.
      https://cx.rightnow.com/app/answers/detail/a_id/5142

       

    • Kenny Tietz

      Hello Diane,

      Thanks for your post.  In Friday of last week, we just launched a set of value analytics reports that center around KB and end user activity/experience as part of the Analytics Cookbook.  If you are not familiar with the cookbook it is definitely worth the time to look through.  Basically, this is a resource to teach you about reporting within Oracle Service Cloud.  This includes tutorial videos and example report "recipes" that are a written walkthrough of the report. Also included are the reports so that you can import them directly into your site.  One additional note:  We have over 900 out of the box reports that cover many use cases.  For a lesson on how to find these reports, be sure to review the "Using Report Management Module (RMM) To Find Reports" recipe in the cookbook.  

       

      The recipes that we added this past Friday can be found via the following link in the cookbook:

      Deriving Business Intelligence Through Service Cloud Value Analytics

      There are multiple reports in this list that deal with end users reporting on answers viewed, knowledge consumption, etc.  Remember, an answer view on the Customer Portal pages is always recorded in the DB as an end user answer view.

      Using the Report Management Module (RMM)  ("Reports by Description" keyword search report) I was able to find the following 28 reports in the /Public Reports/Service/Site Reports child folders that may be of assistance to you around end user answers viewed:

      Report ID Report Location Description
      204 Answer Click-through Rate /Service/Site Reports/Actionable Knowledge Foundation/Answers The report provides a list of end-user pages and actions, along with details about the visits for each.
      206 Answer Effectiveness /Service/Site Reports/Actionable Knowledge Foundation/Answers The report provides details about the actions done per answer after each was viewed during some visit to provide an overall assessment of how effective each answer is.
      214 Answer Referrers /Service/Site Reports/Actionable Knowledge Foundation/Answers This report provides the number of times the answers was viewed from each referrer.
      205 Answer Usage /Service/Site Reports/Actionable Knowledge Foundation/Answers The report provides the end-user usage details per answer.
      223 Escalation Details per Answer /Service/Site Reports/Actionable Knowledge Foundation/Answers The report provides information on the escalations that occurred after a particular answer was viewed. An escalation means that the end-user visit resulted in confirming a question or requesting a chat.
      220 Top Answers that Error /Service/Site Reports/Actionable Knowledge Foundation/Answers This report provides a list of the top 10 answer views that resulted in an error on the AnswerView page.
      209 Top Next Answers by Answer /Service/Site Reports/Actionable Knowledge Foundation/Answers This report provides a list of answers viewed during the selected time period along with top 10 answers that were most often viewed after it during the selected time period. This information may help managers to identify informational gaps in for an answer, as well as suggest possible Related Answers to add or block.
      207 Top Previous Answers by Answer /Service/Site Reports/Actionable Knowledge Foundation/Answers This report provides a list of answers viewed during the selected time period along with top 10 answers that were most often viewed before it during the selected time period. This information may help managers to identify informational gaps in an answer listed as previous, as well as suggest possible Related Answers to add or block.
      210 Top Searches per Answer /Service/Site Reports/Actionable Knowledge Foundation/Answers This report provides, for a given answer, the top 10 searches that returned it in the result list from which it was then viewed.
      15052 Discussion Question Usage /Service/Site Reports/Actionable Knowledge Foundation/Community Self Service This report provides a list of discussion questions and the actions the user performed after viewing the discussion.
      15051 Discussion Searches Summary /Service/Site Reports/Actionable Knowledge Foundation/Community Self Service This report provides a list of searches performed during end-user visits along with the actions the user performed after doing a search.
      15050 Visit Activity Summary /Service/Site Reports/Actionable Knowledge Foundation/Community Self Service The report provides details on the end-user's community interactions.
      203 Escalation Details /Service/Site Reports/Actionable Knowledge Foundation/Escalations The report provides information on the escalations from a particular page or action. An escalation means that the end-user visit resulted in confirming a question or requesting a chat. The primary purpose of this report is for providing drill-down information from Summary reports through report linking. Note that if the report is run stand-alone through the Reports Explorer the percentage columns will not be populated.
      218 Smart Assistant Summary /Service/Site Reports/Actionable Knowledge Foundation/Escalations The report provides information regarding the way users are interacting with SmartAssistant when asking a question on the end-user pages
      217 Visit Escalation Summary /Service/Site Reports/Actionable Knowledge Foundation/Escalations The report provides details on the end-user activity prior to requesting assistance by submitting a question on the Ask a Question page of Customer Portal or requesting a chat.
      219 Error Last Actions /Service/Site Reports/Actionable Knowledge Foundation/Pages and Actions The report provides a list of the pages and/or actions that resulted in error.
      202 Page Summary /Service/Site Reports/Actionable Knowledge Foundation/Pages and Actions The report provides a list of end-user pages and actions, along with details about the visits for each.
      213 Referrer Summary /Service/Site Reports/Actionable Knowledge Foundation/Referrers The report provides details on the end-user visits by referring domain.
      215 Top Answers by Referrer /Service/Site Reports/Actionable Knowledge Foundation/Referrers This report provides a list of the top 10 answers most commonly viewed from the selected referrer.
      221 Top Referring Searches From Bing /Service/Site Reports/Actionable Knowledge Foundation/Referrers This report provides a list of the top 10 searches performed the most from bing.com.
      216 Top Referring Searches From Google /Service/Site Reports/Actionable Knowledge Foundation/Referrers This report provides a list of the top 10 searches performed the most from google.com.
      222 Top Referring Searches From Yahoo /Service/Site Reports/Actionable Knowledge Foundation/Referrers This report provides a list of the top 10 searches performed the most from yahoo.com.
      208 Searches Summary /Service/Site Reports/Actionable Knowledge Foundation/Searches This report provides a list of searches performed during end-user visits along with the actions the user performed after doing a search.
      211 Top Answers per Search /Service/Site Reports/Actionable Knowledge Foundation/Searches This report provides a list of the top 10 answers viewed after performing the search.
      212 Top Searches following Searches /Service/Site Reports/Actionable Knowledge Foundation/Searches This report provides a list of the top10 searches that were performed after the selected search.
      4 Answers Viewed by Answer /Service/Site Reports/Answers Viewed Shows the total number of answers accessed from the end-user pages over a specified time period. Use this report to see which answers are the most useful, and which ones are not being selected. You can also track how the score (solved count) of an answer changes over time.
      5 Answers Viewed by Category /Service/Site Reports/Answers Viewed Shows the total number of answers by category accessed from the end-user pages over a specified time period. Use this report to see which answers are the most useful, and which ones are not being selected. You can also track how the score (solved count) of an answer changes over time.
      6 Answers Viewed by Product /Service/Site Reports/Answers Viewed Shows the total number of answers by product accessed from the end-user pages over a specified time period. Use this report to see which answers are the most useful, and which ones are not being selected. You can also track how the score (solved count) of an answer changes over time.

       

      In terms of the Internal answer views, these are answer views done from the console via the Search Knowledgebase button in the incident workspace. This information is stored in the user_trans table.  Using the Report Management Module (RMM)  ("Reports by Database Reference" search report) I was able to find the following reports in the /Public Reports/Service/Site Reports/Admin Answers Accessed folder that may be of assistance to you around agent answer views:

      Report ID Report Location Description
      135 Accessed /Service/Site Reports/Admin Answers Accessed This report will provide the number of answers an admin user accessed (viewed or appended) via the Console (not the end-user pages).
      137 Accessed by Category /Service/Site Reports/Admin Answers Accessed This report will provide the number of answers, by category, an admin user accessed (viewed or appended) via the Console (not the end-user pages).
      136 Accessed by Product /Service/Site Reports/Admin Answers Accessed This report will provide the number of answers, by product, an admin user accessed (viewed or appended) via the Console (not the end-user pages).
      138 Activity /Service/Site Reports/Admin Answers Accessed This report will provide the number of answers links appended, the number answer text appends, and the number of times an answer was viewed per agent for answer activity done while editing incidents.
      172 Answers Utilized by Agents /Service/Site Reports/Admin Answers Accessed The report provides a list of answers that agents provided to users by appending the text or URL to view it via an incident response during the date range specified at run-time. The report will be sorted by the usage count so the answers that are used the most often will appear first.

       

      I hope this information is helpful.  Happy Reporting!

      Thanks,
      Kenny T
      Product Manager, Analytics


       

    • Diane L

      Thank you both. I used some of the built in reports to get some of the information. For the clickstreams table I did see if I could use them but am still very unsure what I am looking at. I just need more practise I think.

    • CorineMc

      Thanks for this info - I need this for upcoming projects!  yes yes Two thumbs up!

      Corine

    • Faye Howard

      Great answer/summary of reporting available. Thank you!

    • Bradley Schumacher

      Hello all this information has been very useful in our new journey down the Analytics path.  We started with Oracle Service Cloud a year ago and have recently started a deep dive into understanding the analytics and we are trying to find a report that shows the customer usage through the customer portal.  Essentially I have customer X and I want to see their specific activity not the aggregate for all users is their a built in report that shows that or any ideas on how to build a report that would show that.  As I said we are relatively new to these tools we have taken the report training provided by oracle however there are so many different areas to go with all this information availiable it would be helpful to get a few ideas from those that have been there.  We appreciate your help, have a great day!