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LibAnswers statistics: Analyze the summary and historical statistics for your LibAnswers system

In this article

Your System Statistics Summary provides you with a broad overview of how your LibAnswers system is being used. These stats are cumulative, starting from when you first started using your LibAnswers system. You'll also find quick links to view more detailed statistics.

To get started, go to Stats > General.

Getting to the General statistics page

System summary

The first section of the page provides an overview of your tickets and FAQs.

Example of a System Statistics Summary table
Example of a System Statistics Summary table
  • FAQ Entries: the total number of FAQ entries across all groups.
  • LibChat Chat Transactions: the total number of chats answered.
  • Tickets: the total number of tickets across all queues.
    • via Online: the number of tickets submitted from your question form pages, widgets, and follow-ups from LibChat.
    • via Email: the number of tickets received via the email addresses for your queues.
    • via SMS: the number of tickets received via SMS messages.
    • via Twitter: the number of tickets received via your connected Twitter accounts.
    • via Facebook: the number of tickets received via your connected Facebook accounts.
    • Staff Entry: the number of tickets that were created manually by staff from within LibAnswers (via Answers > Create).
    • API Entry: the number of tickets that were created via the API.

Detailed Statistics

This section provides quick links to view more detailed statistics. These are the same stats that you can find elsewhere in LibAnswers, but links are provided here for your convenience.

Example of the Detailed Statistics table
Example of the Detailed Statistics table
  • FAQ Entries: each of these links will take you to the statistics reports in your Knowledge Base Explorer for your FAQs (i.e. Answers > FAQ Entries).
  • Tickets: each of these links will take you to the statistics reports in your Knowledge Base Explorer for your tickets (i.e. Answers > Tickets).
  • Analytics Transactions: each of these links will take you to the Statistics and Cross Tab Report pages for your Reference Analytics module (i.e. Ref. Analytics > Statistics, and Ref. Analytics > Cross Tab Report).
  • Other: these are additional reports available in LibAnswers, including:
    • SMS Usage: analyze the distribution of your SMS messages sent and received over time (also found under Stats > SMS).
    • Transfers: analyze the total volume of incoming, outgoing, and internal ticket transfers (institutional transfers apply only to shared systems).
    • LibChat: analyze chat volume, referrer sources, user agent details, and chat ratings (also found under LibChat > Statistics).
    • Query Analyzer: analyze the search queries submitted via your public pages (also found under Stats > Query Analyzer).

Historical Totals by Month

Travel back in time to see how usage of your LibAnswers system has changed over the months and years.

Example of the Historical Totals by Month table
Example of the Historical Totals by Month table
  • FAQ Entries: the number on the left indicates how many new FAQs were added that month, while the number on the right is the running total of all FAQs.
  • Tickets via Online: the number on the left indicates how many new tickets were received via your question form that month, while the number on the right is the running total of such tickets.
  • Tickets via Email: the number on the left indicates how many new tickets were received via email that month, while the number on the right is the running total of such tickets.
  • Tickets via Twitter: the number on the left indicates how many new tickets were received via your connected Twitter accounts that month, while the number on the right is the running total of such tickets.
  • Tickets via Facebook: the number on the left indicates how many new tickets were received via your question form that month, while the number on the right is the running total of such tickets.
  • Via Chat: the number on the left indicates how many new tickets were received via chats that month, while the number on the right is the running total of such tickets.
  • Staff Entry: the number on the left indicates how many new tickets were created manually by staff that month, while the number on the right is the running total of such tickets.
  • API Entry: the number on the left indicates how many new tickets were created via the API that month, while the number on the right is the running total of such tickets.
  • Asked: the number on the left is the total volume of new tickets (via online, email, Twitter, Facebook, chat, and Staff Entry) that month, while the number on the right is the running total of all tickets.