Knowledge Base Analytics: Track Article Views and Searches
Measure the performance of your knowledge base with detailed analytics. Track which articles get the most views, what customers search for, and where content gaps exist. This is a Pro feature.
Accessing Analytics
Go to Support Genix > Knowledge Base > Analytics tab in the WordPress admin dashboard.
Overview Metrics
Four summary cards at the top show key metrics for the selected period:
| Metric | Description |
|---|---|
| Total Views | Total number of article page views |
| Unique Views | First-time visitors to articles |
| Returning Visitors | Repeat visitors (Total Views minus Unique Views) |
| Satisfaction Score | Calculated from article reactions: ((Positive - Negative) / (Positive + Negative)) x 100 |
Each card shows:
- The current period value.
- A percentage change compared to the previous period (green = improvement, red = decline).
Filtering Analytics
Date Range
Select the reporting period:
- Click the date picker.
- Choose a preset or custom range:
Category Filter
Filter analytics to specific knowledge base categories. Multi-select — view one or several categories at a time.
Tag Filter
Filter by article tags. Useful for tracking performance of articles on a specific topic.
Author Filter
Filter by article author. See how different authors’ articles perform.
Note: Search performance metrics (searches, success rate) are filtered by date range only — not by category, tag, or author. This is by design to show overall search behavior across the entire knowledge base.
Article Performance
Top Performing Articles
A ranked table showing your best articles by engagement:
| Column | Description |
|---|---|
| Article Title | The article name (clickable to view) |
| Views | Total page views for the article |
| Reactions | Number of feedback reactions received |
| Satisfaction | Satisfaction score based on positive/negative reactions |
- Paginated for large knowledge bases.
- Sortable by views, reactions, or satisfaction score.
Article Reactions
Customers can react to articles with:
- Thumbs Up (positive) — “This was helpful”
- Thumbs Down (negative) — “This wasn’t helpful”
The satisfaction score aggregates these reactions to show how useful customers find each article.
Search Analytics
Search Performance Overview
| Metric | Description |
|---|---|
| Total Searches | How many times customers searched the knowledge base |
| Searches with Results | Searches that returned at least one matching article |
| Searches with No Results | Searches that returned zero matches |
| Search Success Rate | Percentage of searches that found results |
Top Search Keywords
A table of the most frequently searched terms:
| Column | Description |
|---|---|
| Keyword | What customers searched for |
| Count | How many times this keyword was searched |
Top Searches with No Results
This is your most actionable data. These are the terms customers searched for but found nothing:
| Column | Description |
|---|---|
| Keyword | What customers searched for |
| Count | How many times this search returned no results |
Use this to:
- Identify content gaps — Write new articles for topics customers are looking for but can’t find.
- Improve existing articles — Add missing keywords to existing relevant articles so they show up in search.
- Fix terminology — If customers search for “invoice” but your article uses “receipt”, add “invoice” as a keyword.
Chatbot Query Analytics
If the AI chatbot is enabled, additional analytics show:
| Metric | Description |
|---|---|
| Top Chatbot Queries | Most common questions asked to the chatbot |
| Queries with No Results | Questions the chatbot couldn’t answer — another source of content gaps |
Using Analytics to Improve Your Knowledge Base
Weekly Review Routine
- Check “Searches with No Results” — These are your highest-priority content gaps. Write articles for the top 5 missing topics each week.
- Review low-satisfaction articles — Articles with low satisfaction scores need rewriting or expansion.
- Monitor search success rate — Aim for 80%+ search success rate. Below that, your knowledge base has significant gaps.
- Track trending topics — Spikes in specific search terms may indicate a new issue affecting many customers.
Content Gap Analysis
- Export the “No Results” keywords list.
- Group related keywords into topic clusters.
- Create one comprehensive article per cluster rather than many thin articles.
- After publishing, monitor whether those keywords move from “No Results” to “With Results”.
Article Optimization
For articles with high views but low satisfaction:
- Review the content for accuracy and completeness.
- Add step-by-step instructions with clear headings.
- Include screenshots or examples.
- Check if the article title matches what customers expect from the search term that led them there.
Important Notes
- Data collection starts from activation. Analytics only track data from when the feature was enabled — there’s no retroactive data.
- Anonymous tracking. Article views are tracked without collecting personal information.
- Reactions are optional. Customers choose whether to leave feedback. Low reaction counts are normal.
- Search data is global. Search analytics reflect all searches across the entire knowledge base, regardless of category/tag/author filters.
Related Docs
Last updated on March 15, 2026
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