Reporting and analytics
Pega Knowledge includes a variety of standard reports and graphs providing real-time information on article usage, ratings, work, assignments, and historical data for analyzing contact center KPIs over time. In Pega Customer Service, there are two distinct report types, dashboard widgets, and analytics reports.
Pega Knowledge Product Overview
Product Overview
Search result metrics can be viewed on the Pega Knowledge dashboard as charts (widgets) or in the Reports page. Search result metrics help organizations identify potential gaps in content, where a high number of search strings that are returning zero results can quickly be identified including the source such as a help site or interaction portal.
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