Knowledge Operation Statistics Guide

——Learn about the usage methods and indicators of Knowledge Operation Statistics through this article

Role of Knowledge Operation Statistics

We would like you to know about the usage scenarios and roles of the Knowledge Operation Statistics first:

● Knowledge Operation Statistics introduces the number of questions in knowledge base module and knowledge operation module.

● Data indicators and operation logs can be analyzed from agent dimension.

● The management can use the report to monitor and assess the maintenance by knowledge operators.

This article will show you the following contents

● Description of Usage of Knowledge Operation Statistics Report.

● Indicator Range & Description.

● Other Functions.

Details of Knowledge Operation Statistics Function

You can find Knowledge Operation Statistics from the livechat admin console menu:

● Description of Usage of Knowledge Operation Statistics Report

Knowledge Operation Statistics includes two modules: Agent Workload Statistics and Operation Logs.

1. Agent Workload Statistics: statistics on knowledge base question type and whether the questions are valid; monitoring of to-be-learned questions of knowledge operation module; statistics on operation detail data of operators.

Usage method: the admin can use the report to monitor the frequency of operators' maintenance of the knowledge base; focus on to-be-resolved intelligent learning no. and to-be-resolved unknown question no. for indicators.

Figure 1: Agent Workload Statistics Page

2. Operation Logs: record time and content of operators operating the knowledge base and knowledge operation tools.

● Indicator Range & Description

Agent Workload Statistics: including Knowledge Base Overview and Work Statistics.

Serial No.	Type	Indicator Details
1	Knowledge Base Overview	Knowledge No., Valid Knowledge No., Silent Knowledge No., Invalid Knowledge No., One-Round Knowledge No., Multi-Round Knowledge No., To-be-resolved Intelligent Learning No. and To-be-resolved Unknown Question No.
2	Work Statistics	Display times of operations by the agent in one-round questions and multi-round questions, such as: add question, delete question, etc. Display times of operations in common data menu, such as: add synonym, delete synonym, etc.

● Other Functions

1. Support filtering by time, organization structure, agent, knowledge base, operation way, operation result, and keyword.

2. Work Statistics in Agent Workload can be exported, and it supports customizing display indicators.