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Overview

The Kapa platform persists all conversations that Kapa is answering across your deployments. These questions offer you a direct view into the mind and behavior of your customers. Analysing these questions can help you improve your documentation and inform product decisions by helping you understand:

  • What are the most common questions for which documentation is missing?
  • Which pages of our documentation are most important?
  • What features are missing today that our users would like to have?
  • What are common things our users struggle with?

Tools​

Core analytics​

Available for all Kapa deployments:

  • Conversations: Review and export all raw conversations. To make working with your conversation data easier, each conversation is automatically enriched with intent tags that identify what kind of conversation it is (e.g. troubleshooting vs. product discovery) and custom tags that let you classify conversations into your own categories, such as by product area or feature.
  • Coverage Gaps: Identifies topics where Kapa frequently cannot provide conclusive answers, helping you find documentation gaps.
  • Top Questions: Clusters common questions into themes to reveal what your users and customers care most about.
  • Source Analytics: Shows which parts of your knowledge sources are most important to answer user questions.
  • Email Reports: Sends weekly or monthly insight reports about user behavior.

Widget analytics​

Additional capabilities when deploying Kapa through the website widget:

  • User Satisfaction: Tracks user satisfaction with Kapa's answers over time.
  • User Tracking: Shows the user journey and needs of individual users or accounts.