Analytics FAQ
What does Needs support mean?
Needs support means a turn was tagged as deflection_failure: Knoku could not answer confidently from the indexed sources.
That usually means the content is missing, restricted to the wrong source group, stale, or not specific enough for the user’s question. The assistant is designed to say the docs do not cover something instead of inventing an answer.
How is deflection rate calculated?
Deflection rate uses tagged turns in the selected period:
deflection_success / (deflection_success + deflection_failure)It is an estimate of likely resolution. Support form button outcomes are separate because they measure a direct visitor action in the deflector flow.
Why are some projects empty?
Several analytics views need enough traffic in the selected period. New projects, low-volume projects, or projects with a short time range can show empty states until more conversations arrive.
Try a longer period first. Then check that the integration is actually receiving traffic in Sessions.
How are question clusters generated?
Knoku groups similar user questions into themes for the selected period.
| Cluster type | Source |
|---|---|
| Gaps | Needs-support or weak-answer turns |
| Frequent | All questions |
Each cluster includes a short label, summary, sample questions, count, and a recommendation when it is a gap.
What is the difference between Questions and Sources?
Questions answers “what are people asking?”
Sources answers “which documents were used to answer?”
Use them together: a repeated gap tells you what to write, and cited-source data tells you whether existing pages are carrying the support load.
Can analytics be filtered by language?
Not today. Analytics views do not currently filter by the language of the user’s question.
How do I export data?
Business and above can export deflection CSVs.
For full conversation exports, use the Public API from a trusted backend and paginate /v1/conversations and /v1/messages.