How to View Knowledge Base Article Insights in BoldDesk
Knowledge Base (KB) Article Insights provide per-article metrics that help teams track how users engage with individual knowledge base articles. From the article’s Insights tab on the article details page, you can review engagement metrics such as Total Views, Total Reads, Total Likes, Total Dislikes, and Total Comments, along with article metadata including who created and who published the article and when. Note that all insight counts are language-specific, meaning metrics are calculated independently for each language version of the same article.
What Article Insights include
Article insights display the following metrics for the selected article:
- Total Views
- Total Reads
- Total Likes
- Total Dislikes
- Total Comments
- Article creation details
- Article publication details
All article insight counts are language-specific. Metrics are calculated independently for each article language version.
How to check an article’s insights
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Open the KB module from the left navigation panel.
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Select an Article from the article list.
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On the article details page, open the Insights tab.
Metric definitions
Total Views
Total Views is the number of times the article is viewed by unique users.
- A user’s views are counted only once per day for the same article.
- If the same user opens the article multiple times in a single day, the view count increases by 1, not by the number of opens.
Total Reads
Total Reads is the number of times the article is considered read based on time spent on the article page.
- A read is counted when a reader spends time equal to or greater than the estimated reading time for the article.
Total Likes
Total Likes is the total number of upvotes submitted by users on the article page.
Total Dislikes
Total Dislikes is the total number of downvotes submitted by users on the article page.
Total Comments
Total Comments is the total number of comments posted by individual users on the article page.
Article meta data shown in Insights
Article creation details
The Article Created By section shows:
- The author (person who created the article)
- The creation date and time
Article publication details
The Article Published By section shows:
- The publisher (person who published the article)
- The publication date and time
Frequently Asked Questions (FAQs)
1) What are KB Article Insights used for?
KB Article Insights provide per-article metrics that help teams monitor how users interact with a Knowledge Base article. Insights are available on the article details page.
2) Where do I find Article Insights for a Knowledge Base article?
To view insights for a specific article:
- Open the KB module from the left navigation panel.
- Select an Article from the article list.
- On the article details page, open the Insights tab.
3) Which metrics are shown in Article Insights?
Article Insights include:
- Total Views
- Total Reads
- Total Likes
- Total Dislikes
- Total Comments
- Article creation details (who created the article and when)
- Article publication details (who published the article and when)
4) How does Total Views work in Article Insights?
Total Views counts views by unique users:
- A user’s view is counted only once per day for the same article.
- If the same user opens the article multiple times in a single day, the view count increases by 1, not by the number of opens.
5) Are Article Insight metrics shared across all languages of the same article?
No. All Article Insight counts are language-specific. Metrics are calculated independently for each language version of the article.
