IQ Knowledge Gap Summary Report

The IQ Knowledge Gap Summary Report provides information about the query and result activity for predefined time periods made by users for an IQ Knowledge Base. Each activity record shows the query, the returned results and average position against each selected result in a given time period. This report is sorted by Knowledge Base with Version, Category and Query. Query totals are displayed by Category and by Knowledge Base version. Totals for each recommendation parameter appear as well.

The report uses internal logic to determine if recommended actions are in order to improve the content of the database. Recommendations are listed in a legend on the report and the logic is defined as follows:

Few results with Low Click Through. Query Result count greater 0 and less than 10 and Click Throughs are 0. - Recommend review existing/author new content.
Zero results. - Query Result count = 0 and Click Throughs = 0. - Recommend authoring new content and/or updating synonyms.
High Average Position. - Average Position greater than 3. (Best content not ranking high enough). - Recommend reviewing content.

Categorization to Support Search Activity Reports

Before running this report, read the categorization information in the KANA IQ Online Help: Home > KANA Help > Administrator's Reference > Server Administration> Categorization to Support Search Activity Reports. This information is required to properly set up the report.

DB View

This report maps to this DB View: RV_KS_SEARCH_GAP_REP

Enter Parameter Values

Content

This section is not used for IQ reports.

Find Criteria

All

Date Range

Select this option to find by a date range. The database searches for completed messages within this date range. Select the date range from the menu:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Fields

Select this option to search using the available query fields.

Knowledge Base Name

Select the name of the knowledge base you want to search from the menu.

Date Predefined Range

Select the date range you want to search from the menu. The choices are:

Today
This Week
This Month
This Year
Yesterday
Last Week
Last Month
Last Year

Date Value Range

Calendar Start Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.
Calendar End Date – Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Note: Please note that your selection may result in a large amount of data, which could take time to render. See Scheduling Reports for tips on how to schedule and also review the Background Task and Background Table topics for more tips.

Report Results

Term	Explanation
Knowledge Base	The Knowledge Base for which the query results are displayed.
Category	The category of the categorized problems.
Query	The query executed against the Knowledge Base.
Query Count	The total number of times the Query was executed in the specified timeframe.
Query Results Returned	The total number of times that results were returned for the Query.
Click Through	The total number of times the Query results were clicked through for navigation to subsequent information.
Average Position	The Average Position in the list of returned solutions. The higher the average position, the higher the score of the offered solution.
Total Number of Recommendations for Category A.	Total Number of times the recommendation A was made for the Queries.
Total Number of Recommendations for Category B.	Total Number of times the recommendation B was made for the Queries.
Total Number of Recommendations for Category C.	Total Number of times the recommendation C was made for the Queries.