Read content coverage, quality and observed use with the right evidence.
Per Article: ViewCount, unique-Customer reads, HelpfulRatio, average DwellSeconds, feedback-comment volume. Drills Category × ContentType × Owner. Pairs with the Stale-Article queue as the KB Manager's daily landing report.
Helpdesk and insights · View preview
| Event ID | Article Version | Observation Start | Observation End | Connector Coverage | Outcome |
|---|---|---|---|---|---|
| EI-340 | AV-9325 | 12 Sep | 17 Sep | Complete | PendingOutcome |
| EI-494 | AV-2626 | 23 Sep | 02 Oct | Incomplete | NoTicketObserved |
| EI-351 | AV-1923 | 19 Sep | 28 Sep | Unknown | TicketCreatedAnyway |
| EI-387 | AV-5711 | 20 Sep | 22 Sep | Complete | Unknown |
| EI-247 | AV-1958 | 10 Sep | 17 Sep | Incomplete | PendingOutcome |
| EI-807 | AV-2824 | 15 Sep | 22 Sep | Unknown | NoTicketObserved |
Median time-to-first-click, zero-result rate, click-through-rate at top-3 / top-5 positions, abandon rate (search with no click). Split by Source (HelpCenterPortal vs. HelpdeskWidget) and ViewerType.
Search and self-service · View preview
| Title | Summary | Content Type | Published At | Reading Minutes |
|---|---|---|---|---|
| Current av-790 | SMM-949 | HowTo | 05 Sep | 15 |
| Current av-212 | SMM-438 | Troubleshooting | 10 Sep | 85 |
| Current av-838 | SMM-522 | Reference | 17 Sep | 60 |
| Current av-445 | SMM-960 | Policy | 10 Sep | 80 |
| Current av-887 | SMM-440 | FAQ | 05 Sep | 120 |
| Current av-374 | SMM-824 | ReleaseNote | 12 Sep | 55 |
ContentGaps by Status: Open → InProgress → ResolvedArticleCreated / WontFix, with median time-to-resolve and total observed Frequency. Drills from gap to the resolving Article.
Content gaps and feedback · View preview
Daily / weekly / monthly NoTicketObserved count divided by (NoTicketObserved + TicketCreatedAnyway). Pairs the KB read volume against the Helpdesk ticket-create volume from sessions that touched the KB. An observed session outcome, not a causal ticket-saving or ROI claim. Unknown/incomplete windows are excluded from the resolved rate and reported separately.
Helpdesk and insights · View preview
| Event ID | Article Version | Observation Start | Observation End | Connector Coverage | Outcome |
|---|---|---|---|---|---|
| EI-340 | AV-9325 | 12 Sep | 17 Sep | Complete | PendingOutcome |
| EI-494 | AV-2626 | 23 Sep | 02 Oct | Incomplete | NoTicketObserved |
| EI-351 | AV-1923 | 19 Sep | 28 Sep | Unknown | TicketCreatedAnyway |
| EI-387 | AV-5711 | 20 Sep | 22 Sep | Complete | Unknown |
| EI-247 | AV-1958 | 10 Sep | 17 Sep | Incomplete | PendingOutcome |
| EI-807 | AV-2824 | 15 Sep | 22 Sep | Unknown | NoTicketObserved |
Median days from Draft to Published, time spent in each Status, count of ChangesRequested round-trips per Article. Surfaces authoring-pipeline bottlenecks at the SME and Compliance steps.
Review and publishing · View preview
Approve technical review waits for the subject matter expert.
Articles with ReviewDueDate in the past, by Owner and Category, plus HelpfulRatio drift vs. last-reviewed snapshot. Drives the weekly stale-article review.
Review and publishing · View preview
Approve technical review waits for the subject matter expert.
Per Author: Articles Created, Edited, Reviewed, Approved, Published over a rolling 90-day window, plus average HelpfulRatio of own Published Articles. Drills from Author → Article. Powers the contributor leaderboard.
Helpdesk and insights · View preview
| Event ID | Article Version | Observation Start | Observation End | Connector Coverage | Outcome |
|---|---|---|---|---|---|
| EI-340 | AV-9325 | 12 Sep | 17 Sep | Complete | PendingOutcome |
| EI-494 | AV-2626 | 23 Sep | 02 Oct | Incomplete | NoTicketObserved |
| EI-351 | AV-1923 | 19 Sep | 28 Sep | Unknown | TicketCreatedAnyway |
| EI-387 | AV-5711 | 20 Sep | 22 Sep | Complete | Unknown |
| EI-247 | AV-1958 | 10 Sep | 17 Sep | Incomplete | PendingOutcome |
| EI-807 | AV-2824 | 15 Sep | 22 Sep | Unknown | NoTicketObserved |
Open BrokenLinks per Article and per Owner, with StatusCode breakdown (404 / 403 / 5xx / Timeout / DNS) and average detected-to-resolved time. The compliance-and-quality hygiene report.
Knowledge maintenance · View preview
| Article Number | Title | Owner | Last Reviewed At | Review Due Date | Status |
|---|---|---|---|---|---|
| ART-86318 | Draft art-405 | ATH-1444 | 20 Sep | 24 Sep | Draft |
| ART-57896 | InReview art-696 | ATH-9606 | 21 Sep | 24 Sep | InReview |
| ART-49903 | ChangesRequested art-119 | ATH-2180 | 15 Sep | 18 Sep | ChangesRequested |
| ART-23854 | Approved art-872 | ATH-1737 | 12 Sep | 20 Sep | Approved |
| ART-21601 | Published art-318 | ATH-3676 | 09 Sep | 15 Sep | Published |
| ART-25225 | Archived art-963 | ATH-6394 | 29 Sep | 08 Oct | Archived |
No reports are assigned to this role. Select Everyone to see all reports.
Keep the published version, audience and observation population behind each metric. Unrated articles and incomplete ticket-event coverage remain unavailable or unknown rather than becoming a positive outcome.
Per Article: ViewCount, unique-Customer reads, HelpfulRatio, average DwellSeconds, feedback-comment volume. Drills Category × ContentType × Owner. Pairs with the Stale-Article queue as the KB Manager's daily landing report.
| Event ID | Article Version | Observation Start | Observation End | Connector Coverage | Outcome |
|---|---|---|---|---|---|
| EI-340 | AV-9325 | 12 Sep | 17 Sep | Complete | PendingOutcome |
| EI-494 | AV-2626 | 23 Sep | 02 Oct | Incomplete | NoTicketObserved |
| EI-351 | AV-1923 | 19 Sep | 28 Sep | Unknown | TicketCreatedAnyway |
| EI-387 | AV-5711 | 20 Sep | 22 Sep | Complete | Unknown |
| EI-247 | AV-1958 | 10 Sep | 17 Sep | Incomplete | PendingOutcome |
| EI-807 | AV-2824 | 15 Sep | 22 Sep | Unknown | NoTicketObserved |
Median time-to-first-click, zero-result rate, click-through-rate at top-3 / top-5 positions, abandon rate (search with no click). Split by Source (HelpCenterPortal vs. HelpdeskWidget) and ViewerType.
| Title | Summary | Content Type | Published At | Reading Minutes |
|---|---|---|---|---|
| Current av-790 | SMM-949 | HowTo | 05 Sep | 15 |
| Current av-212 | SMM-438 | Troubleshooting | 10 Sep | 85 |
| Current av-838 | SMM-522 | Reference | 17 Sep | 60 |
| Current av-445 | SMM-960 | Policy | 10 Sep | 80 |
| Current av-887 | SMM-440 | FAQ | 05 Sep | 120 |
| Current av-374 | SMM-824 | ReleaseNote | 12 Sep | 55 |
ContentGaps by Status: Open → InProgress → ResolvedArticleCreated / WontFix, with median time-to-resolve and total observed Frequency. Drills from gap to the resolving Article.
Daily / weekly / monthly NoTicketObserved count divided by (NoTicketObserved + TicketCreatedAnyway). Pairs the KB read volume against the Helpdesk ticket-create volume from sessions that touched the KB. An observed session outcome, not a causal ticket-saving or ROI claim. Unknown/incomplete windows are excluded from the resolved rate and reported separately.
| Event ID | Article Version | Observation Start | Observation End | Connector Coverage | Outcome |
|---|---|---|---|---|---|
| EI-340 | AV-9325 | 12 Sep | 17 Sep | Complete | PendingOutcome |
| EI-494 | AV-2626 | 23 Sep | 02 Oct | Incomplete | NoTicketObserved |
| EI-351 | AV-1923 | 19 Sep | 28 Sep | Unknown | TicketCreatedAnyway |
| EI-387 | AV-5711 | 20 Sep | 22 Sep | Complete | Unknown |
| EI-247 | AV-1958 | 10 Sep | 17 Sep | Incomplete | PendingOutcome |
| EI-807 | AV-2824 | 15 Sep | 22 Sep | Unknown | NoTicketObserved |
Median days from Draft to Published, time spent in each Status, count of ChangesRequested round-trips per Article. Surfaces authoring-pipeline bottlenecks at the SME and Compliance steps.
Approve technical review waits for the subject matter expert.
Articles with ReviewDueDate in the past, by Owner and Category, plus HelpfulRatio drift vs. last-reviewed snapshot. Drives the weekly stale-article review.
Approve technical review waits for the subject matter expert.
Per Author: Articles Created, Edited, Reviewed, Approved, Published over a rolling 90-day window, plus average HelpfulRatio of own Published Articles. Drills from Author → Article. Powers the contributor leaderboard.
| Event ID | Article Version | Observation Start | Observation End | Connector Coverage | Outcome |
|---|---|---|---|---|---|
| EI-340 | AV-9325 | 12 Sep | 17 Sep | Complete | PendingOutcome |
| EI-494 | AV-2626 | 23 Sep | 02 Oct | Incomplete | NoTicketObserved |
| EI-351 | AV-1923 | 19 Sep | 28 Sep | Unknown | TicketCreatedAnyway |
| EI-387 | AV-5711 | 20 Sep | 22 Sep | Complete | Unknown |
| EI-247 | AV-1958 | 10 Sep | 17 Sep | Incomplete | PendingOutcome |
| EI-807 | AV-2824 | 15 Sep | 22 Sep | Unknown | NoTicketObserved |
Open BrokenLinks per Article and per Owner, with StatusCode breakdown (404 / 403 / 5xx / Timeout / DNS) and average detected-to-resolved time. The compliance-and-quality hygiene report.
| Article Number | Title | Owner | Last Reviewed At | Review Due Date | Status |
|---|---|---|---|---|---|
| ART-86318 | Draft art-405 | ATH-1444 | 20 Sep | 24 Sep | Draft |
| ART-57896 | InReview art-696 | ATH-9606 | 21 Sep | 24 Sep | InReview |
| ART-49903 | ChangesRequested art-119 | ATH-2180 | 15 Sep | 18 Sep | ChangesRequested |
| ART-23854 | Approved art-872 | ATH-1737 | 12 Sep | 20 Sep | Approved |
| ART-21601 | Published art-318 | ATH-3676 | 09 Sep | 15 Sep | Published |
| ART-25225 | Archived art-963 | ATH-6394 | 29 Sep | 08 Oct | Archived |
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