How to get a snapshot of all Knowledge Articles rated 3 or less right now

[Walter Tobin]

Good morning,

We have been struggling with this problem for a while. Upper management wants to know, each day, how many articles are currently rated 3 or less stars so that they can be improved to 4 or 5 stars. We have tried running reports in the KB_feedback table, but that gives us whatever was rated TODAY at 3 stars or less, not the current status of all articles that are rated 3 stars or less on average today. 

So for 1000 articles in a knowledge base, lets say, how many of those are currently rated 3 stars or less? I know that 4 were rated 3 stars or less today, but we need to know a snapshot. We try to run the report on when the rating was created, but then users are rating the same article with multiple stars, some users rate the same article multiple times, there are different versions of the article, sometimes they do get rated with 4 or 5 stars : there are too many variables.

We tried using the KB table, is seems to show an average rating, but we can't seem to set it to what the average rating is for a snapshot of TODAY.

Any help is appreciated. Thank you.

[Kim27]

Hi Walter, try reporting from the kb_knowledge table with the following filters. 

• Rating less than or is 3 and
• Workflow is not one of pending retirement, retired, outdated

I would be inclined to add the view count as well. If the article isn't viewed frequently, you can assess whether or not it should be (do you need to improve the metadata to increase findability) but can also help understand if it's not a frequently viewed article how quickly the rating might be expected to improve.

[Walter Tobin]

Thank you! I was on the right track, I just forgot to weed out the view counts. i am also setting work flow to Published only.

[Kim27]

You are welcome! I've had some weird results with duplicates setting the workflow to "Published". It sometimes shows all versions of the article that ever were published...it's strange but I've overcome the issue with the filters recommended above. 

[Mike Van Vooren]

@Kim27 - Have you had any success with building any kind of dashboards around these ratings?  Our stakeholders want to see if their articles are improving with each version.  The kb_feedback table will tell me each time the article is given a star rating or marked helpful (or not).  But I have not found a way to easily show that v1.0 had a Star Rating of 2.5, v2.0 improved to 3.5, and so on.  They understand that they can see the overall average on the kb_knowledge table as you described, but they want easily see this progression in each specific version.