Answers Delivered

The Answers Delivered report shows you for the chosen data range which of your content has been viewed the most.

You can also see from the chart and the corresponding table, where each of your articles is having its most interaction, whether that be via the Assistant or via your hosted Knowledge Base.

In the table below the chart, you'll see the following columns:

CSAT

CSAT, or customer satisfaction, is a comparison of upvotes and downvotes that article had.

It's worked out as:

upvotes / (upvotes + downvotes)

Response Rate

The response rate is a measurement of how many people gave an upvote or a downvote, compared to how many people viewed the article. 

If you're seeing a high response rate, it might suggest that the article is doing very well if it's paired with a high CSAT, or that it's causing a lot of frustration and might have incorrect content if it's paired with a low CSAT rating.

It's worked out as:

(upvotes + downvotes) / views

View Counts

You will see more than one view count in the export, these relate to where the user was when they viewed the article, this can be:

• KB - The hosted knowledge base
• Assistant - The embeddable assistant

How it's useful

This report is helpful in understanding not only which content your users are reading most, but also how they're responding to that content. 

You should aim to keep an eye out for content that has a low CSAT value, or a high response rate. These should prompt you to take a closer look at what is encouraging that behaviour.

FYI: this analytic does not track internal Agents accessing content via the KCS or the Dixa Side Bar Integration.
Only views via customer-facing methods like the KB or the Assistant will show in the reporting.

Please note: Elevio will only show historical data for the previous 12 months.