Overview of the Knowledge Center Analytics

To view the Knowledge Center Content (such as Video, URL, Image, and Text) Analytics dashboard:

1.  Login to your Admin Portal.

2.  Select your Application from the left panel and then click Content Analytics.

3.  Click the Knowledge Center tab in the Content Overview section of the global dashboard.

4.  Once you navigate to the Knowledge Center dashboard, you can use the following options to filter the data you want to display in the dashboard:

• Duration- Displays the Knowledge Center Content available for the selected period.
• Environment- Displays the Knowledge Center Content available for the selected Environment.
• Segments- Displays the Knowledge Center Content available for the selected Segments. 
  

Dashboard Level Insights

At the dashboard level, users can gain a comprehensive overview of metrics linked to selected Knowledge Center Content. 

Knowledge Center Engagement Analysis

This section shows the overall engagement that users have had with all the Knowledge Center Content on your application, as well as the user engagement rate that has changed between the previous and the selected duration.

The definitions of each Knowledge Center Content status are provided in the table below:

Data Type	Display Status
Overall Engagement	Total number of times that Knowledge Center Content were displayed within the selected duration. The change in the percentage of Knowledge Center Content displayed between the previous and the selected duration.
Total Users	Total count of unique users who engaged with the Knowledge Center Content within the selected duration. The change in the percentage of user counts who engaged with the Knowledge Center Content between the previous and the selected duration.
Video	Total number of times that Videos were displayed within the selected duration. The change in the percentage of Video display between the previous and the selected duration. Total count of unique users who displayed Videos within the selected duration. The change in the percentage of user counts who displayed Videos between the previous and the selected duration.
URL	Total number of times that URLs were displayed, enabling users to open a new webpage for more information, within the selected duration. The change in the percentage of URLs displayed between the previous and the selected duration. Total count of unique users who navigated to another webpage using URLs within the selected duration. The change in the percentage of user counts who navigated to another webpage using URLs between the previous and the selected duration.
Image	Total number of times that Images were displayed within the selected duration. The change in the percentage of Images displayed between the previous and the selected duration. Total count of unique users who displayed Images within the selected duration. The change in the percentage of user counts who displayed Images between the previous and the selected duration.
Text	Total number of times that Texts were displayed within the selected duration. The change in the percentage of Texts displayed between the previous and the selected duration. Total count of unique users who displayed Texts within the selected duration. The change in the percentage of user counts who displayed Texts between the previous and the selected duration.

You can hover your cursor over the i icons to view the description for each status.

Knowledge Center Engagement

This section consists of the top three Most Engaged and Least Engaged Knowledge Center for the selected duration.

Data Type	Display Status
Most Engaged Announcements	The top three Knowledge Center Content with the highest engagement count in descending order. The change in the percentage of engagement with the Knowledge Center Content between the previous and the selected duration. Total count of unique users who engaged with the Knowledge Center Content. The change in the percentage of user counts who engaged with the Knowledge Center Content between the previous and the selected duration.
Least Engaged Announcements	The last three Knowledge Center Content with the lowest engagement count in ascending order. The percentage of engagement with the Knowledge Center Content changed between the previous and the selected duration. Total count of unique users who engaged with the Knowledge Center Content. The percentage of user counts with the Knowledge Center Content changed between the previous and the selected duration
Unengaged Announcements	Three Knowledge Center Content with zero engagement.

You can hover your cursor over the i icons to view the description for each type.

 

Content Overview

This section displays the frequency of engagement with the Knowledge Center Content deduced from their mean engagement rate for the selected duration. Assume that your application has five distinct Knowledge Center Content and that the count of engagements with each Content for a certain month is as follows:

Knowledge Center Content	No. of times the Announcements were engaged within a month	Mean (sum of engagements for the given duration/total no. of engaged Announcements)
Content 1	100	(100+150+60+50)/4=360/4=90
Content 2	150
Content 3	60
Content 4	50

Consequently, the Knowledge Center Content with the Engagement count higher than the Mean are considered the Most Frequently Engaged, while the Knowledge Center Content with the Engagement count lower than equal to the Mean are considered the Least Frequently Engaged. Thus, the engagement order for the Knowledge Center Content is as follows, starting from the Most Frequently Engaged to the Least Frequently Engaged:

Content 2> Content 1> 90> Content 3> Content 4.

You can hover your cursor over the i icons to view the description for each type.

This section displays the average engagement count of the Workflows between the previous and the selected duration.

Sources of Engagement

This section displays the following details

• The total number of times your Knowledge Center Content have been started through various sources, such as Workflow, Launcher, Player, and Announcement.

• The total count of Knowledge Center Content initiated using Workflow, Launcher, Player, and Announcement.
• The total number of users who initiated the Knowledge Center Content using Workflow, Launcher, Player, and Announcement.

Segment Level Insights

This section displays the metrics of all your Knowledge Center Content engagements for the selected segment within the selected duration. You can select the relevant Segment Group from the dropdown to view relevant information.

For example, you can see that the Finance Department includes 2 users who displayed Videos 2 times, 1 users who displayed URLs 1 time, 3 users who displayed Texts 4 times, and 0 users who displayed Images 0 times.

Knowledge Center Analysis

This section lists the top 5 Knowledge Center Content in the increasing and decreasing order of user engagement rate for the selected duration. Each filter also displays the number of users engaged with each Knowledge Center Content.

Content Level Dashboard

For a more granular understanding of individual pieces of content, users can access detailed analytics directly through the content level dashboard.

a.  Click the View All button on the Knowledge Center Engagement section in the primary dashboard.

The following data is shown in a maximised table for all the existing Knowledge Center Content created within your application:

Data Type	Display Status
Knowledge Center Name	Name of the Knowledge Center Content given by the Content Creator.
Engagement	Total number of times that the Knowledge Center Content was engaged. The change in the percentage of the Knowledge Center Content engagement between the previous and the selected duration.
No. of User	Total count of unique users who engaged with the Knowledge Center Content for the selected duration. The change in the percentage of user counts who engaged with the Knowledge Center Content between the previous and the selected duration.
Content Type	Video, URL, Image, or Text.
Status	The Knowledge Center Content status indicates whether it is Published, Not Published, or Deleted.

b.  Select a Knowledge Center Content from the table to examine its usage in detail.

Knowledge Center Engagement Analysis

This section shows the overall engagement that users have had with the selected Knowledge Center Content on your application, as well as the user engagement rate that has changed between the previous and the selected duration.

The table below provides the definitions for each Knowledge Center Content status:

Data Type	Display Status
Overall Engagement	Total number of times that the selected Knowledge Center Content was displayed within the selected duration. The change in the percentage of the selected Knowledge Center Content displayed between the previous and the selected duration.
Total Users	Total count of unique users who engaged with the selected Knowledge Center Content within the selected duration. The change in the percentage of user counts who engaged with the selected Knowledge Center Content between the previous and the selected duration.
Content Type	Engagement: Count of Knowledge Centers(s) of type text that were displayed during selected time period Engagement %: Percentage change of Knowledge Centers(s) of type text count during the selected time periodcomparing it with same duration in the previous time period. Users: Count of users where type text is displayed User %: Percentage change of users where type uri is displayed during the filtered time period as compared to the previous time period.

You can hover your cursor over the i icons to view the description for each status.

Average Engagement Metrics

This section displays the average engagement count of the Knowledge Center Content on a daily basis during the selected period. Consider the following situation, where a Knowledge Center Content is engaged n times each day for a week:

Duration	No. of times the Knowledge Center Content was engaged (n)	Daily Average Engagement count (sum of engagement counts per day/total no. of days)
Day 1	100	(100+200+300+90+80+50+40)/7 = 122
Day 2	200
Day 3	300
Day 4	90
Day 5	80
Day 6	50
Day 7	40

Therefore, on average, the Knowledge Center Content was engaged 122 times per day for one week.

Similarly, you can view the daily average count of users who engaged with the Knowledge Center Content along with the daily average percentage of the Knowledge Center Content displayed for the selected duration.

Sources of Engagement

This section displays the following details:

• The total number of times the selected Knowledge Center Content have been started through various sources, such as Workflow, Launcher, Player, and Announcement.
• The total count of the selected Knowledge Center Content initiated using Workflow, Launcher, Player, and Announcement.

• The total number of users who initiated the selected Knowledge Center Content using Workflow, Launcher, Player, and Announcement.
  

Segment Level Insights

This section displays the metrics of the selected Knowledge Center Content engagement for the selected segment within the selected duration. You can select the relevant Segment Group from the dropdown to view relevant information.

For example, you can see that the Finance Department includes 3 users who displayed Text 4 times.