Stats
We show a few different metrics in the HelpDocs dashboard. Here's what they all mean, and how we calculate them.
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- Understanding Stats Dive into KB insights: 5 tabs track performance, from tickets avoided to content health.
- Filtering Stats Customize HelpDocs stats with filters for dates, categories, articles, users, groups, bot traffic, spam, sources, IPs and languages.
- What is the Happiness Score? In the feedback tab, you'll find a metric called Happiness. This shows you a rough indication of the response from visitors about your knowledge base articles.
- What are Tickets Avoided? In your HelpDocs dashboard you'll see a value for Tickets Avoided. This shows you how many user queries your HelpDocs have solved, without them needing to contact support.
- Understanding Productivity with Leaderboard Leaderboard allows you to see which team members updated how many articles over a given period. Perfect for some healthy competition π
- Understanding Flamegraphs Flamegraphs provide insights into article popularity over time, allowing you to identify top-performing content and optimize your strategy.
- Tracking Team Activity with Audit Trail Audit Trail lets you track, filter, and review all team member actions in HelpDocs.
- Understanding Articles Clicked So you know what users are searching for but what about which articles they're clicking on after they've searched for it? That's exactly what Articles Clicked tells you.
- Access Mode for Known Cloud Providers Control cloud crawler impact on your Knowledge Base stats with flexible access modes that give you cleaner insights β¨
- Exporting Your Stats If you're in an all-hands meeting to show how customer support is performing, it can be useful to talk through the way customers are using and responding to your knowledge base.
- Understanding Traffic Distribution Metrics Traffic Distribution Metrics show you how evenly your Knowledge Base traffic is spread across your articles and categories. Think of it like checking whether your content library is a balanced diet oβ¦
- Understanding Article Views vs Total Sessions When you're diving into your HelpDocs analytics, you'll notice we track both Article Views and Total Sessions. Understanding the difference between these two metrics is crucial for getting accurate iβ¦
- Using Search Stats to Find Content Gaps One of the trickiest parts of managing a Knowledge Base is figuring out what your users need that you haven't written yet. Your search stats can uncover these content gaps. Let's dig in and see how yβ¦
- Understanding Key Health Metrics Health metrics give you important information on how your Knowledge Base is performing, so you can make actionable changes. These insights help you understand whether your content is truly helping cuβ¦
- Saving Stats Views Save your Stats dates and filters as a view, share it with your team, and open the same report again in one click.
- Using Spam Filters Filter out bots & scrapers to see accurate visitor data. Access via Stats > Filter > Spam filter and choose from 4 levels: Off, Permissive, Balanced (recommended), or Strict.
- Understanding AI Stats Use the AI Stats tab to treat AI as an audience you can plan for. Track customer queries, indexing, and training crawls by provider. Prioritize your most-cited articles.