Knowledge Basic Reporting

Knowledge Basic Reporting Provides ratings for using Serviceware Knowledge.

The Knowledge Basic Reporting offers a preconfigured selection of values, diagrams and tables that provide information on the use of the Knowledge system. The reports are structured according to the content types used in Knowledge and provide insights into the use and editing of content as well as consumer suggestions. The results of the evaluations can be filtered by time period and categories.

Tip:

This function is a beta version.

Tip: Please note that these cards only display data from the time they have been available in reporting (from 09.01.2024).


(1)	Navigation menu for selecting an evaluated content type	(2)	Selection of the evaluated usage type within the document type
(3)	Option to download the usage data for the selected period as raw data	(4)	Filter option: Time period, selection of filter type and filter detail; deletion of filter type and filter detail
(3)	Filtered report content; the graphics can be selected for enlargement

Statistics are classified in Serviceware Knowledge according to their content type. You can view the following statistics:

Using, editing, and suggestions for texts
Using and editing files
Using the search
Using and editing messages
User behavior

The following types of usage can be rated for these document types:

Usage: Statistics on who uses something and how often.; Usage can be queried for each document type.
Editing: Statistics on how often something was added or edited in the corresponding area.; There are statistics for editing texts, documents, files and messages.
Suggestions: Statistics on the status and number of suggestions for texts.; Suggestions are currently only possible for texts.

The detail view offers some functions to customize the display as well as to export the data.

Important: The following guidelines have been implemented for Knowledge Basic Reporting with regard to the storage of data:

Data accessible via the user interface is stored for a period of 24 months.
Raw data is stored for a period of 3 months.

Filter options

Filters are available to limit the results of Knowledge Basic Reporting.

If no filter is preset, all options of the selected filter are displayed.

Tip: Filtering via time periods is not applied to reports on texts in the Editing tab.

Period: Select the desired period using the calendar function or select one of the preset periods. The time by which texts are filtered is the date of the last edit. For messages, the creation date of the message is used as the filter date.; The period set by default covers the last 7 days and the current month.
Tip: The Delete all function is not applied to the set time filters. The time filter must always be set manually.
Filter categories: The analysis of usage data can be made clearer using filters.; The predefined filters are: View, User view, User group, Channel, Category, and Responsible group - there are also filter options that can be selected via checkboxes. One option can be selected for the User group and User view filters; multiple selection is possible for the other filters. The filter settings are reset via Delete all.; The default setting for filtering is the filter View without selected options.

Tables


(1)	Filter the results list according to search terms	(2)	Export function; export of the filtered results displayed in the table saved in an Excel list
(3)	Column configuration; selection of the table columns to be displayed	(4)	Display of the filtered results
(5)	Sort function; can be sorted in ascending or descending order according to the fields Rating, Created, Modified and Valid to	(6)	Search all entries

Cards with values

Individual values are displayed in tile form. You can see whether the values are filtered or not by the filter symbol in the top right-hand corner of the card. The title of the card describes the displayed value. For details, move the mouse over the info symbol in the top right-hand corner of the card.

Diagrams

Statistics can be displayed in diagram form via Knowledge Basic Reporting. Column and ring diagrams are preconfigured.

Ring diagrams: The ring diagrams are overview diagrams. All results of the selected filter in the selected period are displayed there. Filter options are not taken into account in these diagrams.; The diagram can be viewed in screen size and reduced again using the Maximize or Minimize symbol.; The corresponding values are displayed when you move the mouse over the individual fields of the diagram.
Column charts: Column charts each show a value in the form of a bar.; The X-axis represents one day in the defined period.; The X-axis represents the number of views or the value displayed per day.; The date and the displayed value are shown when you move the mouse over one of the bars.; The diagram can be viewed in screen size via the symbol Maximize or Minimize.; Filtered values are indicated by a filter symbol in the top right-hand corner. The active filter settings are displayed when you move the mouse over the symbol.