Knowledge Analytics

USU Knowledge Analytics gives you full visibility into how your knowledge base is used—and where it can be improved. Instead of guessing, you get clear data on what users search for, which articles they use and where they hit dead ends. 

You’ll instantly see which topics are working, which need updates and where new content is required. This allows knowledge teams to close gaps faster and improve the effectiveness of their work. Contact center managers benefit just as much: they can track how knowledge affects KPIs like handling time, deflection and customer satisfaction—and adjust operations accordingly. 

With ready-made dashboards and custom reports, every stakeholder gets the insights that matter to them. And because everything runs directly within the USU Knowledge Center, there’s no extra integration or tool-hopping needed. 

The result: smarter content decisions, better service outcomes and continuous optimization—based on real data.

Good service depends on good content. With knowledge analytics, you can track the actual quality and performance of your knowledge base—not just how much content you have. 

See which articles are most helpful, which ones are outdated and where content fails to deliver results. Agents can confirm whether an article helped resolve the issue—giving you direct feedback from the front line. Use average article ratings, confirmation rates and usage patterns to understand what works—and what doesn’t. Combined with editorial workflow insights like “time in status,” you also detect bottlenecks and slowdowns in your publishing process. This means your teams can focus on what really matters: delivering helpful, up-to-date and easy-to-understand content—faster.

The result is a more reliable knowledge base that truly supports your agents and your customers.  

With USU Knowledge Analytics, you turn feedback into action—and content into a real service asset. 

Different roles need different insights. With USU Knowledge Analytics, every stakeholder gets exactly the data that matters to them—clearly visualized and easy to interpret. 

Contact center managers can monitor KPIs like search usage, article confirmations and knowledge gaps to manage staffing, shift planning and efficiency. Editorial supervisors track content throughput, workflow durations and backlog trends. Editors themselves get transparency on feedback, ratings and the actual impact of their articles. 

Dashboards are pre-configured for each role but can also be customized to match your exact reporting needs. Whether you’re managing people, processes or content—you always have the right data at your fingertips. 

And because these dashboards are built into the USU Knowledge Center, there’s no switching tools or losing time. It’s all in one place—for smarter decisions and better collaboration. 

USU Knowledge Analytics helps you uncover hidden inefficiencies and cut unnecessary costs—without compromising service quality. 

By analyzing search behavior, content usage and workflow metrics, you identify exactly where time and resources are being lost. Are agents repeatedly searching for the same topics? Are documents stuck in review for too long? Are outdated articles slowing down resolution times? 

With this level of transparency, you can streamline editorial processes, reduce average handling time and improve first contact resolution. You also gain the insights needed to better plan staffing, shift assignments and training priorities. 

The result: fewer delays, lower support costs and smoother operations—powered by data, not gut feeling. 

Knowledge analytics turns your content and service data into a continuous improvement engine—helping you make better decisions, faster. 

Standard dashboards are great—but sometimes, you need to dig deeper. With USU Knowledge Analytics, you can create custom reports tailored to your specific KPIs, processes and stakeholders. 

Use the built-in analytics assistant to define filters, time-frames and data views that match your goals. Whether it’s weekly summaries for your team leads or quarterly trend reports for management—you get exactly what you need. 

And if you already work with BI tools like Power BI or Tableau, that’s no problem. All reports and data sets can be exported easily and integrated into your existing reporting landscape. 

This flexibility ensures that analytics become part of your everyday decision-making—not just a static dashboard no one looks at. Your data, your format, your insights—with full control and zero barriers. 

USU Knowledge Analytics is built directly into the knowledge center—so your reporting flows with your daily work, not against it.

You don’t need to switch tools or wait for manual exports. Analytics and editorial workflows are tightly connected: status changes, document ratings and feedback are tracked automatically. This ensures that your insights are always up to date—and actionable. Need to see which documents are stuck in review? Or how long new content takes to go live? One click is all it takes. This seamless integration also makes collaboration easier. Editors, reviewers and managers all work from the same source of truth—with full transparency and traceability across the content lifecycle.

Knowledge analytics isn’t just a reporting tool. It’s part of your operational engine—helping you act faster, stay aligned and continuously improve.