Knowledge Usage Analytics

Knowledge Usage analytics will help you proactively create or update knowledge in Guru based on user demand and search behavior. This information can also help admins determine if adjustments to Collection and folder permissions are needed.

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Note

All Analytics widgets will update every 1-2 hours with your team's information. Analytics data will go back to the date that the user started using Guru.

Accessing the Knowledge Usage analytics dashboard

Navigate to the Analytics in the web app and click on the Knowledge Usage tab.

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Tip

Use the Date, Collection Name, Group Name, Source Application, or Card Title filters alone or together to gain greater insight into how specific Guru Groups, Collections, or Cards with specific keywords in their title are performing.

Understanding Knowledge Usage reports

Below is a summary of each widget and the insights provided:

Most viewed Cards

• A table listing the most viewed Cards by Card title, the number of Card views (highest to lowest), and the number of total users who viewed the Card in the specified timeframe.
• Click in the column's header row to sort the table ascending or descending by that column.
• The table shows the first 1,000 rows of data by default. To view all rows (i.e. all Cards), download the report as a CSV.

Most favorited Cards

• A horizontal bar chart displaying the most favorited Cards by Card title and the total number of favorites the Card held in the specified timeframe (highest to lowest).
• For a monthly breakdown of favoriting activity for a specific Card, reference the individual Card's usage analytics.
• The chart shows the first 6 rows of data by default. To view all rows (i.e. all Cards), download the report as a CSV.

Most followed Cards

• A horizontal bar chart displaying the most followed Cards by Card title and the total number of followers the Card held in the specified timeframe (highest to lowest).
• For a monthly breakdown of follower activity for a specific Card, reference the individual Card's usage analytics.
• The chart shows the first 6 rows of data by default. To view all rows (i.e. all Cards), download the report as a CSV.

Card views over time

• A line graph displaying total monthly Card views in the specified timeframe.

Successful Searches

• A table of search terms and the number of times that search led to matching Card results in the specified timeframe (highest to lowest).
• These searches are working well because they are leading users to Cards. You can use these terms for inspiration on what topics your team may want more information on. 
• Example: If "new pricing" was the top searched term, this could be an indication that a training session on your new pricing policies could be helpful for your team.
• The table shows the first 1,000 rows of data by default. To view all rows (i.e. all searches), download the report as a CSV.

Missing knowledge

• A table of search terms and the number of times that search led to no matching Card results in the specified timeframe (highest to lowest).
• Seeing terms in this report could mean that Cards aren’t visible to those who need them, that the language in Cards isn’t similar enough to get picked up as a result or be identifiable to users when they see the Cards, or that there are no Cards on these topics. Incorporate these terms into new or existing Cards to make them easier for your team to find. For example, if "sales training" was a top searched term without matching results, it may indicate that you should create a Card with knowledge from your recent sales training.
• The table shows the first 1,000 rows of data by default. To view all rows (i.e. all Cards), download the report as a CSV.

Searches producing no results by user

• A table of search terms without matching results, the name of the user who searched for the term, and the date they searched for the term, in the specified timeframe (most recent to oldest).
• The table shows the first 1,000 rows of data by default. To view all rows (i.e. all user searches), download the report as a CSV.

Assessing search performance

If it looks like a user is searching for content that you’re certain exists and they have permission to, it could be that the content was added after their searches were performed. There are several details in these reports to be aware of:

• They do not account for cases when a filter was used in a search. If you notice searches without results and you know content for those terms exists, it could be that the content was available but it wasn’t shown due to the filters applied. Filters can be applied when submitting search terms and when a user searches on a folder.
• There is some aggregation of search data in these reports. If a user searches “apple” and “apple pie” within quick succession, those will show up as one result, “xx.” 
• They include data from mobile apps and searching for Guru Cards when using the “Add Guru Card” link tool in the Card editor but these can’t be filtered on as sources.

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Tip

Creating or modifying Cards to address the terms found in Missing knowledge allows you to proactively add knowledge to Guru before a question is asked. If you do create a Card based on the Missing knowledge and are curious about which users had searched for that term, the Searches producing no results by user report can help you connect to that user.

Downloading and scheduling report delivery

You can easily download individual reports as CSV files or schedule the entire dashboard to be emailed to you on a recurring basis.

Frequently Asked Questions about Knowledge Usage analytics

What counts as a search?
Any search that a user hit Enter or Return after will appear in either Successful searches or Missing knowledge reports.

Why is a term showing both in Successful searches and Missing knowledge?
There are a few reasons this can happen. All results are tied to the user's available/accessible Cards at the time of searching. It's possible that the user who searched a keyword didn't have permission to see the relevant Card(s) at the time of the search, or the teammate used a search filter that excluded the relevant Cards. Folder searches also populate here, so a term might show up as both producing and not producing results depending on where the search takes place. For example, the term could be found when searching all Cards, but not found with a search performed within a specified folder.

Why is there a difference between what I see and what my colleague sees?
Users will see data based on what Collections they have at least author permission to, so if a colleague has different permissions then they will see different results. It's also important to consider changes made to Collection permissions and any movement of Cards across Collections over time.

How do I filter by Cards that contain a certain keyword in their title?
To find and filter by Cards with a specific keyword in their title, use the Card Title filter's search bar and type the keyword, pressing Enter or Return on your keyboard to display the results. Use the "Select All" checkbox to select all matching Cards in the list of search results. Then, click Apply to refresh all reports on the dashboard.