Knowledge Analytics

Overview

Knowledge Analytics is an analytics module that provides administrators with a comprehensive view of Knowledge Analytics across the organization. It includes a dashboard with key metrics, a searchable list of Knowledge Analytics, and the ability to view conversation details and add knowledge to improve AI responses.

Please click on the Knowledge Analytics submenu under the Analytics menu to enter the Knowledge Analytics management page.

Dashboard Overview

The dashboard at the top of the page displays four key performance metrics. Each metric card shows the current value and the percentage change compared to the previous period.

Date Range Selection

You can customize the time period for the dashboard metrics using the date range selector:

• Last 7 Days - Shows data from the past week

• Last 14 Days - Shows data from the past two weeks

• Last 30 Days - Shows data from the past month

• This Month - Shows data from the current calendar month

Click the Refresh button to reload the dashboard data with the latest information.

View Conversation List

The conversation list displays Knowledge Analytics in a table format with the following columns:

Search Conversations

To search for specific conversations, enter keywords in the search box at the top of the table and press Enter. The table will filter to show only conversations matching your search term.

Pagination

The conversation list supports pagination. You can navigate between pages using the pagination controls at the bottom of the table. You can also change the number of items displayed per page by selecting from the available options (5, 10, 20, or 50).

View Conversation Details

To view the details of a conversation:

1. Click on a row in the conversation list or click the View button (eye icon) in the Actions column.

2. The conversation detail page will display the complete chat history between the user and the AI agent.

3. The conversation is displayed in read-only mode. You cannot send new messages from this view.

4. Click the Back button at the top to return to the conversation list.

Teach Agent (Add Knowledge)

The Teach Agent feature allows you to add knowledge to improve the AI's responses. You can access this feature from the conversation detail page by clicking the Add Knowledge button. A modal window will appear with multiple input options.

Enter Knowledge via Text Input

To add knowledge by typing:

1. In the left panel of the modal, you will see a text area.

2. Type or paste the knowledge content you want to add.

3. The text area supports multi-line input for detailed explanations.

Enter Knowledge via Voice Recording

To add knowledge using voice input:

1. Click the Dictate button (microphone icon) below the text area.

2. Grant microphone access if prompted by your browser.

3. Speak your knowledge content clearly. The microphone icon will blink red while recording.

4. Click the Stop button to end the recording.

5. Your speech will be automatically transcribed and added to the text area.

Upload Supporting Files

To upload files containing knowledge:

1. In the right panel of the modal, click the Upload button.

2. Select the file you want to upload from your computer.

3. The uploaded file will appear in the file list below the upload button.

4. To remove an uploaded file, click the delete button next to the file name.

Improve Writing

To enhance the quality of your knowledge content using AI:

1. Enter your knowledge text in the text area.

2. Click the Improve Writing button (lightbulb icon) below the text area.

3. The AI will analyze and refine your text for technical clarity and accuracy.

4. The improved text will replace the original content in the text area.

Save as Draft vs Ingest to Knowledge Base

After entering your knowledge content, you have two options for saving:

Save Draft

1. Click the Save Draft button to save your knowledge as a draft.

2. Drafts are saved but not yet processed into the knowledge base.

3. You can return later to edit or ingest the draft.

Ingest

• Click the Ingest button to save and immediately process the knowledge into the knowledge base.

• The knowledge will be indexed and made available for the AI to use in future responses.

If the agent does not have an associated knowledge collection, you will see a notification indicating that the knowledge will be saved to your personal knowledge library and only you will be able to access it.

Important Notes

Required Permissions

To access the Knowledge Analytics module and view conversation details, you must have the analytics:read permission assigned to your role. Please contact your administrator if you cannot access this module.

Supported File Formats

The following file formats are supported for knowledge uploads:

• Documents: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX

• Videos: MP4

File size limits apply based on your account type. Trial users may have additional restrictions.

Knowledge Collection Association

• If the agent has an associated knowledge collection, the ingested knowledge will be added to that collection and shared according to the collection's visibility settings.

• If there is no associated collection, the knowledge will be saved to your personal knowledge library and will only be accessible to you.