Reporting shows how readers use your docs, how the AI answers them, and how your team keeps up with conversations. Open Reporting in the sidebar. Everyone on your team can read it.
Reporting is on the Pro and Business plans. On the Free plan, its pages show made-up numbers, blurred, with "Reporting needs the Pro plan." Owners and admins get a See plans button there.
Pick the days
The menu on the left has three groups:
Help center: Overview, Articles, Searches and Feedback.
AI support: AI conversations and Unanswered questions.
Inbox: Conversations.
Each page covers the days in the picker beside its title, Past 30 days to start with. The other choices are Today, Yesterday, Month to date, Last month, Past 7 days, Past 14 days, Past quarter (90 days) and Past year. The picker keeps your choice as you move between pages. Days run from midnight to midnight UTC.
On Pro, you can pick ranges of up to a month. Past quarter and Past year show a lock: "Ranges longer than a month need the Business plan."
Read the numbers
Each page starts with a row of numbers for the range.
The badge beside a number is its change on the same number of days just before the range: Past 30 days against the 30 days before, Today against the day before, Last month against as many days before it. A line under the numbers says what they're compared with, such as "Changes are on the 30 days before." Counts change in per cent, and shares (like Found it helpful) in points, such as "5 pts".
The colour says whether the change is good. Green is better and red is worse. For most numbers, a rise is better. For Searches that found nothing, Not helpful, Passed to your team and First reply, a fall is better. New conversations is grey either way.
The line under a number traces it across the range, by day, week or month like the page's chart. The period still under way is left out, so it doesn't look like a drop. Numbers where a rise needs your attention have an orange line.
There's no badge when there's nothing to compare with, such as on a new project. On Past year, AI conversations, inbox numbers and searches show no change, because the year before isn't kept. Article views and "Was this helpful?" answers still compare.
The charts show a bar a day for ranges up to a month, a week for up to a quarter, and a month for longer ones. The bar still under way is outlined and marked "so far". Today and Yesterday have no chart.
Help center
Overview has Article views, Searches, Searches that found nothing (with how many topics to write about) and Found it helpful. Select a number to open its page. Under the chart, Most read articles lists the top 5.
Articles lists every published article, and unpublished ones still read in the range, with its Views, Found it helpful, Helpful and Not helpful. Select a column's heading to sort by it. Sorted by Found it helpful, the least helpful come first, so you see which articles to improve. Articles without answers come last.
Searches has Searches (from your portal, widget and the API), Found nothing and Found something. Searches that found nothing lists the 50 most searched of them, most searched first, and counts the rest. For each one:
Write an article starts a new article with the search as its title.
Dismiss marks it Dismissed. It stays in the list, so the list still adds up to Found nothing. If someone searches it again from the next day on, it's back.
Feedback counts readers' answers to "Was this helpful?" under your articles: Helpful, Not helpful and Found it helpful. What readers missed shows the latest comments from readers who answered "No", with the article each is about. A reader has one answer per article: answering again replaces it.
AI support
AI conversations covers readers' conversations with the AI assistant, on your portal, in the widget and through the API. A conversation is a question and its follow-ups.
Conversations, Answered (every question in it answered from your docs), Passed to your team (with Ask a person) and Rated helpful (thumbs up, of the conversations rated).
Latest conversations lists them, newest first, 20 to a page. Filter it with All, Passed to your team or With a question unanswered. Select one to read every question and answer. One passed to your team links to its Inbox conversation: "Passed to your team: conversation #" and its number.
How far back the list goes depends on your plan: 30 days on Pro and 90 on Business, counted from the last question in a conversation. Older ones still count in the numbers.
Unanswered questions lists Topics to write about: what the AI couldn't answer, or answered unhelpfully, most asked first. The same question in different case or spacing counts once.
A badge says why the AI didn't answer: No matching article, AI found no answer, Article unpublished or Off-limits.
Passed to your team shows when someone asked a person about it.
A follow-up shows the question it came after. An unhelpful answer shows with the article it came from.
Write an article starts one with the question as its title. Where the unhelpful answer came from an article, the button is Improve the article and opens that article.
Dismiss hides the question until someone asks it again.
To change how the AI answers, see Help readers find answers.
Inbox
Conversations shows how your support inbox is doing.
New conversations: started in the range, spam left out.
First reply: the median time from a conversation's start to your team's first reply, for those replied to.
Open now: conversations open right now, whatever the range. Snoozed ones aren't counted. Select it to open the Inbox.
Where they began: Messages in the widget, Email, "Ask a person" after an AI answer and The API.
Replies by teammate: each teammate's replies and how many conversations they replied in.
Sample content is left out of the help center and inbox numbers. For working through the conversations themselves, see Work through your support inbox.