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This section of the user guide is focused on knowledge base analytics. To help you navigate the article we have broken it down into the following sections:


Knowledge Base Analytics Overview

Analytics are available on all knowledge base questions (both general library and custom questions). The analytics can be viewed on the Edit or View modal of a question in the General Library, Custom Questions, or Awaiting Review pages of the admin portal. 


To view the interactions, from the General Library, Custom Questions, or Awaiting Review page, select the dropdown next to the question and select View or Edit button (only Chatbot Administrator and Chatbot Standard users have the Edit option available to them).


Select the Analytics tab. Interactions can be filtered by a date range.


The following analytics are available for each knowledge base question:

  • Interactions (All-Time)    
  • Interactions [Date range]
  • Interactions [Date range] Graph    
  • Interactions by Day Graph
  • Interactions per Hour Graph

  • Interactions (All-Time)    


    This displays the number of times the question has ever been asked. 

  • Interactions [Date range]


    This is the number of times the question has been asked in the specified date range.

  • Interactions [Date range] Graph    


    This graph visually displays the number of times this question was asked each day in the date range. 


    The graph is dynamic based on the filtered date range. 
    • A filtered date range of one day will display Conversations Per Hour.
    • A filtered date range of more than one day but less than two months will display Conversations Per Day.
    • A filtered date range of more than two months but less than two years will display Conversations Per Month.
    • A filtered date range of more than two years will display Conversations Per Year.

  • Interactions by Day Graph


    This graph visually displays the total number of times the question was asked on each day of the week respective of the date filters.

  • Interactions per Hour Graph


    This graph visually displays the total number of times the question was asked each hour respective of the date filters.