Knowledge Usage Statistics

——This article helps you understand the usage of the knowledge base statistics feature.

The Role of Knowledge Usage Statistics

We hope you understand its usage scenarios and purposes before using the knowledge usage statistics:

● Usage scenario: Used for administrators to analyze the situation of agents and robots using knowledge.

● Purpose: To understand the usage statistics of knowledge based on different channels.

How to Use Knowledge Usage Statistics

You can find the knowledge session statistics from the menu in the online new version management console:

● Data Filtering Rules and Conditions

1. Supports filtering by time, with the smallest unit being days.

2. Support filtering by knowledge base.

3. Support filtering by different languages.

● Indicator Range and Description

1. The knowledge usage statistics include two line charts and one report: the number of knowledge items, the number of usage actions, and the detailed knowledge usage.

2. The metric types included in the data overview are the number of knowledge data and the number of usage behavior instances.

Type	Metric Details
Knowledge quantity data	Number of knowledge articles used by agents, Number of knowledge articles viewed by agents, Number of knowledge articles sent by agents, Number of knowledge articles inserted by agents, Number of knowledge articles answered by robots, Number of direct answers, Number of answers from AI Agent
Use behavior count data	Number of seat uses, Number of seat views, Number of seat sends, Number of seat insertions, Number of robot responses, Number of direct responses, Number of AI Agent responses

3. The knowledge usage details introduce each piece of knowledge and record the data on how agents and robots use the knowledge.

Type	Metric Details
Knowledge Usage Details	Knowledge Base, Categories, Language, Usage Count, Agent Usage Count, Agent Views, Agent Sends, Agent Inserts, Bot Responses, Direct Responses, AI Agent Responses

4. The metric definitions and formulas are displayed in the line chart and report. You can view them at the following locations.

Figure 1：Management Workbench Knowledge Usage Statistics Page 1

Figure 2：Management Workbench Knowledge Usage Statistics Page 2

● Other Features

1. Custom display of metrics: You can control which metrics to display and their display order through the setting button in the report.

2. Report export function: Supports display based on customized fields.