Article Refer Report

Article Refer Report

Parature Standard Reports provides the method for Knowledgebase Articles to be found by Customers and CSRs on your Support Portal. The Article Refer Report displays where specific Articles are found and how many times they have been referred. Listed below are the types of Article referrals that will be reported and how each value is incremented:

  • Browse: Value is incremented when an article is accessed by browsing the KB folder structure to find the desired article.
  • Internal Search: Value is incremented when an article is accessed by clicking a results link from performing a search on the Parature support portal (search bar).
  • Easy Answer: Value is incremented when an article is accessed by clicking a results link from the easy answer suggestions in the support portal.
  • Chat: Value is incremented when an article is accessed by clicking a KB link from a chat session.
  • Ticket: Value is incremented when an article is accessed by clicking a KB link from a ticket.
  • Facebook Portal: Value is incremented when an article is accessed by clicking a KB link from a linked Facebook portal page using the Social feature.
  • Direct Link: Value is incremented when the customer directly typed the article URL (found in the KB edit page when External access is allowed) in the browser to access the article.
  • External Link: Value is incremented when a customer found article via an external website that is not currently tracked (see Search Engine for examples of tracked source websites).
  • Facebook: Value is incremented when an article is accessed by clicking a KB link from Facebook (when not specifically from a Facebook portal page).
  • Twitter: Value is incremented when an article is accessed by clicking a KB link from a Twitter tweet.
  • Search Engine: Value is incremented when an article is accessed by clicking a results link from performing a search on an external search engine (Google, Bing, Baidu, Yahoo, Ask, AOL, etc).
     

Note: The Article Refer Report is only available in 15.1 at which point, collection of metrics will begin.

To run an Article Refer Report, follow these instructions:

  1. In the Reports tab, select the report that you want to run from the Standard Reports folder.
  2. Your report will be displayed with default values in the date and time increment fields. Use the available fields to set your specific date and time increments:

    • From:Enter the starting date for you report data. You can also use the Calendar button next to this field to choose a starting date from a mini-calendar.
    • To:Enter the ending date for you report data. You can also use the Calendar button next to this field to choose a starting date from a mini-calendar.
    • Show Top:Use the dropdown menu to select the number of maximum results you want to view per page.
    • Sort:Use the dropdown menu to select the appropriate Sort option.
  3. Click the Go button.
  4. Use the Tabular View and Chart View buttons to view your report results as either a table or a chart. If you are using the Tabular View, you can click the Microsoft Excel icon to export your report results to an Excel spreadsheet.
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Topic Information
  • Topic #: 3-6427
  • Date Created: 12/23/2014
  • Last Modified Since: 02/06/2017
  • Viewed: 345