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jGkgxf"><input id="4b40d733-e445-47b7-a015-36d7ac79f0e0" placeholder="Ask a question..." class="sc-hHvkSs jISIuG" value=""/><button type="submit" aria-label="search-button" class="sc-eDnVMP hCNkkG sc-fEyylQ dkvhQY"><div class="sc-gKHVLF llQHzx"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="tabler-icon tabler-icon-search"><path d="M10 10m-7 0a7 7 0 1 0 14 0a7 7 0 1 0 -14 0"></path><path d="M21 21l-6 -6"></path></svg></div></button></div></form></div><a target="_blank" class="sc-dkjKgF xpcCN sc-eXRmWW eUuTfF" href="https://knowledgebase.com">Visit knowledgebase.com <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="sc-fmHRPn khSYrT"><path d="M5 12l14 0"></path><path d="M13 18l6 -6"></path><path d="M13 6l6 6"></path></svg></a></header></div><div class="sc-eVAmPc jeJczw"><div class="sc-Fiojb iZOsSB"><main class="sc-jWoQCg gvDTgH"><nav class="sc-ivDvhZ bcdago"><a class="sc-dkjKgF xpcCN sc-bBbNsw eUbbRy" href="/help/">Home</a><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="sc-grXZZQ gYARPx"><path d="M9 6l6 6l-6 6"></path></svg><a class="sc-dkjKgF xpcCN sc-bBbNsw eUbbRy" href="/help/general/">General</a><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="sc-grXZZQ gYARPx"><path d="M9 6l6 6l-6 6"></path></svg><span class="sc-bBbNsw jSyWdP">Using the Insights section</span></nav><h1 class="sc-eEyyFR bpuCnD">Using the Insights section</h1><div class="sc-fnhmGq jiTeER"><span class="sc-lkMEiX eJaKKN"><svg xmlns="http://www.w3.org/2000/svg" width="17" height="17" viewBox="0 0 24 24" fill="none" stroke="#57575c" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="sc-dUHfgR csJdHj"><path d="M12 12m-9 0a9 9 0 1 0 18 0a9 9 0 1 0 -18 0"></path><path d="M12 12h3.5"></path><path d="M12 7v5"></path></svg><span class="sc-jmxxdg lbuOmQ">2 min. read</span></span><span class="sc-lkMEiX eJaKKN"><svg xmlns="http://www.w3.org/2000/svg" width="17" height="17" viewBox="0 0 24 24" fill="none" stroke="#57575c" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="sc-htehxa gKiLgh"><path d="M20 11a8.1 8.1 0 0 0 -15.5 -2m-.5 -4v4h4"></path><path d="M4 13a8.1 8.1 0 0 0 15.5 2m.5 4v-4h-4"></path></svg><span class="sc-jmxxdg lbuOmQ">last update: 10.17.2023</span></span></div><article class="sc-cbnPAL dwvaka"><p>Building and extending your Knowledge Base is time-consuming. It takes a lot of effort to provide well-structured and easy-to-find articles that your customers are looking for. Moreover, it's sometimes hard to figure out what actually they need and what to write. That's why in KnowledgeBase we created <a href="https://app.knowledgebase.ai/articles/view/AWJOsg7iAemWtUngPwT6/edit" target="_blank">Insights section</a> to help you with that. Apart from saving your time, the aims of our section are to help you with:</p> <ul> <li>improving customer experience,</li> <li style="margin-left:28px;">lowering the workload of your support team,</li> <li style="margin-left:28px;">cutting down the costs connected to repetitive queries,</li> <li style="margin-left:28px;">understanding customer pain-points,</li> <li>discovering suggestions for improvements.</li> </ul> <p></p> <h3>How to access 'Insights' section?</h3> <p>You can access the 'Insights' section from the left navigation panel.</p> <img src="https://cdn.livechat-static.com/api/file/kb/file/10036400/79188b6f9b-c950d1f22d1ba7cc8038.png" alt="undefined" style="float:none;height: undefined;width: undefined"/> <p></p> <p>Inside, you will find the overview report showing the total number of article searches, total article views, plus some more granular data about:</p> <ul> <li>your most popular articles,</li> <li>which articles are getting bad rates and need revision, and</li> <li>which search queries return no result, so you know what to write next.</li> </ul> <h3 style="text-align:start;"></h3> <h3 style="text-align:left;">See trending topics</h3> <p>Top most viewed articles, show the topics your customers and agents are most interested in. The top 10 articles are sorted by the number of views.</p> <img src="https://cdn.livechat-static.com/api/file/kb/file/10036400/c357b534cf-4421c32b129d262a0382.png" alt="undefined" style="float:none;height: undefined;width: undefined"/> <h3></h3> <h3>Improve these articles </h3> <p style="text-align:start;">A list of Help Center articles that may need some revision — Customers reacted to them with 👍👎</p> <img src="https://cdn.livechat-static.com/api/file/kb/file/10036400/2e4e266f55-e645136aa5bc9d1155bd.png" alt="undefined" style="float:none;height: undefined;width: undefined"/> <p><strong>Pro tip:</strong> Hover your mouse over the rating to see more details.</p> <h3 style="text-align:start;"></h3> <h3 style="text-align:left;">Know what to write next</h3> <p style="text-align:start;">The failed searches report displays phrases your customers and agents searched for but couldn't find. They can help you decide what articles to write next.</p> <img src="https://cdn.livechat-static.com/api/file/kb/file/10036400/b6787bf9d5-20777dd72fe133c16c6a.png" alt="undefined" style="float:none;height: undefined;width: undefined"/> <p></p> <p><strong><em>Note: </em></strong><em>'Insights' will extend over time. We've got some ideas on where we want to take this, but we'd love to hear yours too! Please share your feedback at support@knowledgebase.ai.</em></p> </article></main></div><div class="sc-jGFknz kALDkH"><span class="sc-bPNYWC gksUJY">Was this article helpful?</span><div class="sc-fWYGfq eJNqmy"><button class="sc-eDnVMP hCNkkG"><div class="sc-gKHVLF llQHzx"><div class="sc-jSwlEQ itagjd"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="tabler-icon tabler-icon-thumb-up-filled"><path d="M13 3a3 3 0 0 1 2.995 2.824l.005 .176v4h2a3 3 0 0 1 2.98 2.65l.015 .174l.005 .176l-.02 .196l-1.006 5.032c-.381 1.626 -1.502 2.796 -2.81 2.78l-.164 -.008h-8a1 1 0 0 1 -.993 -.883l-.007 -.117l.001 -9.536a1 1 0 0 1 .5 -.865a2.998 2.998 0 0 0 1.492 -2.397l.007 -.202v-1a3 3 0 0 1 3 -3z" fill="currentColor" stroke-width="0"></path><path d="M5 10a1 1 0 0 1 .993 .883l.007 .117v9a1 1 0 0 1 -.883 .993l-.117 .007h-1a2 2 0 0 1 -1.995 -1.85l-.005 -.15v-7a2 2 0 0 1 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It takes a lot of effort to provide well-structured and easy-to-find articles that your customers are looking for. Moreover, it's sometimes hard to figure out what actually they need and what to write. That's why in KnowledgeBase we created \u003ca href=\"https://app.knowledgebase.ai/articles/view/AWJOsg7iAemWtUngPwT6/edit\" target=\"_blank\"\u003eInsights section\u003c/a\u003e to help you with that. Apart from saving your time, the aims of our section are to help you with:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eimproving customer experience,\u003c/li\u003e\n\u003cli style=\"margin-left:28px;\"\u003elowering the workload of your support team,\u003c/li\u003e\n\u003cli style=\"margin-left:28px;\"\u003ecutting down the costs connected to repetitive queries,\u003c/li\u003e\n\u003cli style=\"margin-left:28px;\"\u003eunderstanding customer pain-points,\u003c/li\u003e\n\u003cli\u003ediscovering suggestions for improvements.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003ch3\u003eHow to access 'Insights' section?\u003c/h3\u003e\n\u003cp\u003eYou can access the 'Insights' section from the left navigation panel.\u003c/p\u003e\n\u003cimg src=\"https://cdn.livechat-static.com/api/file/kb/file/10036400/79188b6f9b-c950d1f22d1ba7cc8038.png\" alt=\"undefined\" style=\"float:none;height: undefined;width: undefined\"/\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cp\u003eInside, you will find the overview report showing the total number of article searches, total article views, plus some more granular data about:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eyour most popular articles,\u003c/li\u003e\n\u003cli\u003ewhich articles are getting bad rates and need revision, and\u003c/li\u003e\n\u003cli\u003ewhich search queries return no result, so you know what to write next.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 style=\"text-align:start;\"\u003e\u003c/h3\u003e\n\u003ch3 style=\"text-align:left;\"\u003eSee trending topics\u003c/h3\u003e\n\u003cp\u003eTop most viewed articles, show the topics your customers and agents are most interested in. The top 10 articles are sorted by the number of views.\u003c/p\u003e\n\u003cimg src=\"https://cdn.livechat-static.com/api/file/kb/file/10036400/c357b534cf-4421c32b129d262a0382.png\" alt=\"undefined\" style=\"float:none;height: undefined;width: undefined\"/\u003e\n\u003ch3\u003e\u003c/h3\u003e\n\u003ch3\u003eImprove these articles\u0026nbsp;\u003c/h3\u003e\n\u003cp style=\"text-align:start;\"\u003eA list of Help Center articles that may need some revision — Customers reacted to them with 👍👎\u003c/p\u003e\n\u003cimg src=\"https://cdn.livechat-static.com/api/file/kb/file/10036400/2e4e266f55-e645136aa5bc9d1155bd.png\" alt=\"undefined\" style=\"float:none;height: undefined;width: undefined\"/\u003e\n\u003cp\u003e\u003cstrong\u003ePro tip:\u003c/strong\u003e Hover your mouse over the rating to see more details.\u003c/p\u003e\n\u003ch3 style=\"text-align:start;\"\u003e\u003c/h3\u003e\n\u003ch3 style=\"text-align:left;\"\u003eKnow what to write next\u003c/h3\u003e\n\u003cp style=\"text-align:start;\"\u003eThe failed searches report displays phrases your customers and agents searched for but couldn't find. They can help you decide what articles to write next.\u003c/p\u003e\n\u003cimg src=\"https://cdn.livechat-static.com/api/file/kb/file/10036400/b6787bf9d5-20777dd72fe133c16c6a.png\" alt=\"undefined\" style=\"float:none;height: undefined;width: undefined\"/\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cem\u003eNote: \u003c/em\u003e\u003c/strong\u003e\u003cem\u003e'Insights' will extend over time. We've got some ideas on where we want to take this, but we'd love to hear yours too! Please share your feedback at support@knowledgebase.ai.\u003c/em\u003e\u003c/p\u003e\n","slug":"using-the-insights-section","plainText":"Building and extending your Knowledge Base is time-consuming. It takes a lot of effort to provide well-structured and easy-to-find articles that your customers are looking for. Moreover, it's sometimes hard to figure out what actually they need and what to write. That's why in KnowledgeBase we created Insights section to help you with that. Apart from saving your time, the aims of our section are to help you with:\nimproving customer experience,\nlowering the workload of your support team,\ncutting down the costs connected to repetitive queries,\nunderstanding customer pain-points,\ndiscovering suggestions for improvements.\n\nHow to access 'Insights' section?\nYou can access the 'Insights' section from the left navigation panel.\n \n\nInside, you will find the overview report showing the total number of article searches, total article views, plus some more granular data about:\nyour most popular articles,\nwhich articles are getting bad rates and need revision, and\nwhich search queries return no result, so you know what to write next.\n\nSee trending topics\nTop most viewed articles, show the topics your customers and agents are most interested in. The top 10 articles are sorted by the number of views.\n \n\nImprove these articles \nA list of Help Center articles that may need some revision — Customers reacted to them with 👍👎\n \nPro tip: Hover your mouse over the rating to see more details.\n\nKnow what to write next\nThe failed searches report displays phrases your customers and agents searched for but couldn't find. They can help you decide what articles to write next.\n \n\nNote: 'Insights' will extend over time. We've got some ideas on where we want to take this, but we'd love to hear yours too! Please share your feedback at support@knowledgebase.ai.","title":"Using the Insights section","id":"63cfdb0b12cdeee8af754f89","topicId":"63cfdb0b12cdeee8af754f79","updatedAt":1697532760608,"seo":{"metaTitle":null,"metaDescription":null,"indexingEnabled":true}},"customization":{"host":"knowledgebase.kb.help","language":"en-US","customDomain":"help.knowledgebase.ai","headerBackgroundColor":"#9146ff","headerTextColor":"#FFFFFF","logo":"https://cdn.livechat-files.com/api/file/kb/file/10036400/e0be07b7c2-562e3c1dfa9e115905c7.png","headline":"Hey, what answers do you need?","homepage":"https://knowledgebase.com","company":"KnowledgeBase","faviconUrl":"https://cdn.livechat-static.com/api/file/kb/file/10036400/285e3b42a4-a9cd5a6a53b0a1ebe73a.png","socialMediaImage":"https://cdn.livechat-files.com/api/file/kb/file/10036400/dfc0b7e61e-cf5d0b8a4469e52cc742.png","customLink":null,"customLinkLabel":null,"disableIndexing":false,"backgroundImage":"https://cdn.livechat-static.com/api/file/kb/file/13174731/4803856d9c-de53c1837cf94dbd496e.png","backgroundImageDarkening":false,"overriddenBaseURL":"www.knowledgebase.com/help/","hidePoweredByKnowledgeBaseFooter":false,"enableMostPopularArticles":false,"enableQuickAnswer":true,"integrations":{"googleTrackingPixel":null,"metaTrackingPixel":null,"googleAnalyticsTrackingId":"G-RB4846V4JR"},"seo":{"metaTitle":null,"metaDescription":null,"indexingEnabled":true}},"articleTopic":{"id":"63cfdb0b12cdeee8af754f79","name":"General","slug":"general","articles":[{"id":"63cfdb0b12cdeee8af754f84","slug":"frequently-asked-questions","title":"Frequently Asked Questions"},{"id":"63cfdb0b12cdeee8af754f89","slug":"using-the-insights-section","title":"Using the Insights section"},{"id":"63cfdb0b12cdeee8af754f8b","slug":"whats-knowledgebase","title":"What's KnowledgeBase?"}]},"isPasswordProtected":false,"liveChatLicenseId":null},"apiUrl":"https://api.knowledgebase.ai","workspaceId":"63cfb5b74365d366360361d6","licenseId":"10036400","isHomePage":false,"isPageNotFound":false,"environment":"production","isDev":false,"isSsr":false,"__N_SSG":true},"page":"/[contentSlug]","query":{"contentSlug":"using-the-insights-section"},"buildId":"fvhEX9Vuo4FAC3DXZ1dfW","assetPrefix":"/help","isFallback":false,"gsp":true,"appGip":true,"scriptLoader":[]}</script></body></html>