Knowledge base analytics for the questions behind the work
ChatDocument gives your team knowledge base analytics that connects employee questions to documentation needs. See top questions and topics by department, the share of answers backed by a source and the unanswered trend. Estimated hours saved, CSV export and leadership reports help explain how the workspace is being used.
See which topics bring employees back
Questions reveal what people need from company knowledge. "How do I request access to a customer account?" can point to an IT procedure employees use repeatedly. "Who approves an exception to the expense policy?" can show that Operations guidance needs a clearer explanation.
The analytics view brings top questions and topics together by department. HR can review demand around leave or benefits guidance while Support looks at the questions its runbooks need to cover. Department context helps owners decide which knowledge matters to the work their team is doing.
Use the view to choose a concrete next review. A popular topic may already have a useful, well documented answer. Another may attract repeated questions because the relevant process is difficult to interpret. Looking at the underlying questions helps the owner decide what deserves attention.
Track whether answers have documented support
The share of answers backed by a source makes documentation coverage visible. Every sentence in a ChatDocument answer links to its document, section and space. Employees can open the passage and check its context.
When the documents do not contain an answer, ChatDocument says "not in your documents" and shows the closest passages it checked. The unanswered trend helps teams see whether missing guidance remains a recurring problem as employees keep using the workspace.
| Analytics view | What it helps an owner understand |
|---|---|
| Top questions | Which employee questions return most often |
| Topics by department | Where teams need documented guidance |
| Share of answers with a source | How much answering is backed by company material |
| Unanswered trend | Whether missing knowledge keeps surfacing |
| Estimated hours saved | An estimate of time saved finding answers |
- HRleave
- HRbenefits
- ITaccess
- ITdevices
- Salespricing
Turn a trend into a specific source review
Analytics becomes useful when an owner can connect it to a document and an employee task. If questions about contractor access keep appearing, open the documented procedure and check whether it addresses the situation employees are asking about.
Business and Scale include knowledge gap detection. Unanswered questions are grouped for the right owner, while conflicting and outdated documents are flagged. Together with department topics, those gaps help the team choose which sources to clarify and which useful answers to verify.
After changing guidance, keep reviewing the questions and unanswered trend. The view supports an ongoing maintenance decision rather than proving that a particular edit caused a business result. There are no preset claims about how much time or money a company will save.
Give leadership a clear view of knowledge needs
The monthly leadership report arrives by email on Business and Scale. It brings question analytics into the conversation about department priorities without asking each owner to reconstruct recurring questions from chat history.
CSV export lets the team take analytics into its own review process. An Operations lead can use department topics to discuss documentation ownership, while HR can bring recurring policy questions into a handbook review. The report is most useful when it leads to a specific source or owner that needs attention.
Estimated hours saved remains an estimate. It is a way to discuss time spent finding company knowledge, rather than a guaranteed outcome or a substitute for the team's own assessment of its work.
Keep analysis connected to the people who maintain knowledge
Department spaces give teams owners for their documentation. Verified answers add an owner, a review date and version history to recurring guidance. Analytics helps those owners decide where the next review will be useful.
Team includes basic question analytics. Business and Scale add leadership reports and gap detection alongside the broader department workflow. All plans are team subscriptions with shared question allowances. See pricing to compare their included capabilities and usage limits.
FAQ
What can we see by department?
Top questions and topics are available by department. Owners can use them to understand which documented processes employees need most often.
Are hours saved a guaranteed result?
No. ChatDocument labels hours saved as an estimate. Use it alongside the questions, source coverage and your team's own assessment.
Can leadership receive a report without opening the dashboard?
Yes. Business and Scale include a monthly leadership report by email. Analytics also supports CSV export for your review process.
Let team questions guide documentation work
Connect company sources and give department owners a clearer view of what employees need to know.