Knowledge Analytics - why are they different depending on the source?

[JD Barlow]

I am trying to understand how User Experience Analytics works. It seems to have a lot of good data, but I'm confused by some of it. When I view a knowledge article in Employee Center it shows a view count on the page. This number is very different than what appears in User Experience Analytics when I look at the data under Analytics > Events > View Knowledge Article.

For instance, I see the following numbers for the same article:

• UX Analytics - 127 (using past 30 days as window)
• Article page on Employee Center - displays 891 views
• Report using the kb_use table - 891 (using past 30 days as window)
• Report using kb_knowledge table - 891 view count

Why are these numbers different, and what is the "true" number I should be looking at when it comes to analyzing our knowledge usage? Does it make a difference if someone accesses a knowledge article directly from an outside source such as an external website or email?

Any help is appreciated!

(btw, we are currently on Washington DC)

[Shivalika · Accepted solution]

Hello @JD Barlow 

Even I had this query some time back and below is my analysis on the same - 

1) . UX Analytics (View Knowledge Article Event - 127 views)

What It Tracks:

UXA tracks knowledge article views within the Employee Center or Service Portal but only for sessions where the UX framework is enabled.

It does not count views from direct links, email links, or external sources (unless they go through Employee Center with UX tracking enabled).

It may also exclude views from certain user roles or bots.

Why It’s Lower:

If users access the article directly (e.g., from an email, external website, or another system), UXA may not count them.

UXA may filter out certain bot traffic or repeated views from the same session.

2)

Employee Center Article Page (891 views)

• What It Tracks:

  • Employee Center typically queries the kb_knowledge table and retrieves the view_count field.
  • This count includes all views, even if users access the article from an external link, direct URL, or search engine.

• Why It’s Higher:

  • The view_count field is incremented every time the article is accessed, no matter where the request originated from.

3)

kb_use Table (891 views from reports)

• What It Tracks:
  • This table records actual usage statistics for knowledge articles, including views, feedback, helpfulness ratings, etc.
  • It logs every view (regardless of where it came from), making it one of the most comprehensive sources for tracking knowledge usage.

4)kb_knowledge is again view_count 

Final Recommendation

If you need the most accurate count of total views, rely on: ✅ The kb_use table reports

If you are specifically tracking employee engagement within Employee Center, then: ✅ Use UX Analytics

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[JD Barlow]

Thank you! I have been looking for this information for some time and this breakdown is extremely helpful.

[Shivalika]

Hello @JD Barlow 

Please confirm if you checked my answer. Kindly mark my answer as helpful and accept solution if it helped you in anyway, so that it can move from unsolved bucket to solved bucket. 

Regards, 

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynL

cOwNeE