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Nice CXone Expert Success Center

Community Scoring Report

Applies to:
MindTouch (current)
Role required:
Admin
The Community Scoring Reports lists how users rate content in your site.

Results can be narrowed based on search queries, or extended by using advanced search operators. This report can also be downloaded as a .csv for offline analysis.

Access the report

From the toolbar, navigate to Site tools Dashboard > Site Reports > Community Scoring.

Run the report

Filter results by search query - Enter a term to only display results for articles that contain that keyword. This can help you see how users rate content regarding a specific product or feature.

Community Scoring report showing the query filter text field

High level details - Includes number of Pages with ratings, Average quality score represented as a percentage, and percentage of Unrated pages among your content.

Graph - display of the number of pages rated for a specific score range.

Report table - Displays page rating details:

  • Page: Page title (hyperlinked to the actual page), parent page, and page tags.
  • Rating: Overall rating for the article.
  • Votes: Number of people who have rated the article. 
  • Last edited: Date the article was last edited. 
  • Views (binoculars icon): How many times the article was viewed by Pro, Community, and Anonymous users.
  • Edits (pencil icon): How many times the article was edited.

When you run a search query, the report will show results of the query to the right of the Overall site results in grey. This can help you compare specific content with the overall site performance and evaluate where to focus your content efforts.

Community Scoring report with search query results next to overall site numbers

Tips to use the report

  • Look for trends. Determine whether your most popular content may be related to having been recently updated or to trending topics based on newly released features.  
  • Prioritize content efforts. Based on number of page views and scoring, concentrate your efforts on articles that should be doing well.
  • Sort articles by clicking the column titles in the table header. 
    • Sort by highest rated pages: These should be featured within your marketing channels and regularly promoted by your support agents
    • Sort by lowest rated pages: These should be targeted in your documentation lifecycles and updated. We recommend you cross-reference customer feedback on these pages by managing feedback in a knowledge queue.

Download the report

  1. Find the message above the graph In the Community Scoring Report that includes "You can also export the table from this report as a CSV file."
    Image of the CSV download link
  2. Click the words as a CSV file to download the report.

If you do not see an option to download the report, contact the Support Team.

Report details

Field Type Description
Title string Title of the page
Path string

Location of the page

Format: xxx/xxx/xxx/...

Page ID number Unique page identifier
URI string

Page address

Format: https://your_domain.com/xxx/xxx/xxx/...

Rating Count number Total number of ratings for the page
Rating Score number Average rating for the page
Last Editor string Email address of the most recent editor
Language string Language code (e.g., en-US, fr-FR)
Timestamp time stamp

Date of last edit, in the format: dd/mm/yyyy hh:mm:ss
Clock: 24 hrs
Time Zone: UTC

Age (days) number Number of days since the page was last edited
Comments number Total comments posted for the page
Files number Total files (including images) attached to the page
Views number Total page views
Revisions number Total revisions made to the page
Tags string List of all tags and classifications on the page
Rating Seated Count number Number of pro member ratings for the page
Rating Seated Score number Average pro member rating for the page
Rating Unseated Count number Number of community member ratings for the page
Rating Unseated Score number Average community member rating for the page
Rating Anonymous Count number Number of anonymous member ratings for the page
Rating Anonymous Score number Average anonymous member rating for the page
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