User Experience Analytics and general ECP reporting

[Ashley Heath]

Hello everyone, I'm hoping someone else out there has some experience and/or guidance they can share on this but I'm having some challenges on ensuring that I'm providing accurate reporting on our portal usage and need some help.

First off, topic page views. In User Experience Analytics > Employee Center > Topic Page Visits I see that there are a couple of charts that should be showing topic page views for the date range I specified -- one is labeled "Topic ID" and the other "Topic Name". The Topic ID chart shows values by the topic page SID and I would assume that both the ID chart and the Name chart would show the same number of occurrences, but they don't. For ex, I pulled stats from 1/1/24 - 9/30/24 and the "occurrences" of the Topic ID chart are close to 5x more than the Name chart.

Can someone explain the difference between these charts? I had been using the Topic ID chart to pull out page visits to just the HR pages, but that chart must be referencing something else.

Second item, KB article views. I have been trying to provide monthly and YTD reports for the 15 top-viewed KB articles and am also struggling with this. After searching the community, Google, etc. I found several posts that recommended pulling reports from the Knowledge Use [kb_use] table, but I also found a "View Knowledge Article" section of User Experience Analytics and the values I'm getting from UEA and my reports using the kb_use table are wildly different.

Again, any guidance and/or assistance you can provide on how to properly report on the usage of these items and others related to ECP is greatly appreciated.

Best regards,

Ash

[JD Barlow]

I have the same questions, especially around knowledge article analytics. The UEA numbers are very different than the front-end "article views" numbers that are visible on the article pages. I'm extremely interested in responses to this post!

[Karen Mora]

Hi Ashley, 

Were you able to get more information about this issue? I am expericing the same thing and it is quite complicated to determine which reports or dashboards are the most accurate. Please let me know if you have found any additional helpful information!

[Ashley Heath]

Hi Karen, and yes a little bit of into. Unfortunately the some of the reports in UEA aren't correct (at least in our instance) and I ended up doing the following:

For topic page visits: In UEA I download the values from the "Topic ID" section to Excel. In a separate file, I have the topic page SIDs and their corresponding names. I use XLOOKUP to match the SID values in the file I download from UEA to my list to get the visits for the time period I specified.

For KB article views: I created a quick-n-dirty report using the 'Knowledge Use [kb_use]' table for the data source, the type is a pivot table, row = Article short description, and column = Times viewed. I haven't been able to figure out how to get the report to sort by times viewed in descending order (to show the most viewed articles at the top) so I copy/paste this info from the report to Excel and sort there to get the top articles.

Hope this helps and I hope there are some updates coming to UEA soon.

[JD Barlow]

I was able to get an answer related to knowledge over on the Platform Analytics forum - Knowledge Analytics - why are they different depending on the source?

I'm doing something similar to what Ashley mentions as it pertains to knowledge. Not ideal as you would expect it to all be in UEA, but seems to be a bit more accurate. I did hear the other day that there are some enhancements coming to UEA in the next release, so fingers crossed that those changes will help in this area!