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Knowledge Base Analytics: Most Escalated, Most Popular, Most Liked/Disliked

To view Knowledge Base analytics, go to Analytics > Knowledge Base. 

  • Most Popular: The most commonly asked questions. 
  • Most Escalated: The questions that most often lead to escalations. 
  • Most Liked: Questions that received the most ”like” responses. 
  • Most Disliked: Questions that received the most ”dislike” responses. 

Options, Notes:

  • Click any question to see a graphic visualization of a question's trend over time.
  • Use the search box (by keyword) to filter by any specific question. The filter applies to all four charts.
  • When applicable, Context is shown in parentheses.