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Environment:
Analytics, Standard Report ID 92 Oracle B2C Service
Resolution:
The Information Gap report is used to identify potential answer content based on groupings of incidents that are not very well addressed in the public answers. The report evaluates incidents from the interface you specify and groups or clusters those incidents based on keywords common to the incidents. Each incident can belong to only one cluster.
The keywords and clusters are then compared to your published answers to find the answer that most closely matches the search results. Clusters that are not strongly related to public answers have a more severe information gap. That is, the system determines that there is a group of incidents that are not adequately addressed by your published content.
This report is used to identify content that exists in incidents submitted to your site but are not addressed in published answers. When you generate the report, the top level lists each incident cluster, along with an urgency value. The Urgency value indicates how severe the gap is between the content of the incident cluster and the content of the answers. The Urgency value is reported on a scale of 1 to 5, with 1 indicating a more severe gap between incident content and answer content.
Note: The intent of the report is that someone evaluates the Urgency 1 clusters and decides if creating an answer is appropriate. It is not intended to dictate that answers should necessarily be created, but rather the report should be used to identify where a staff member needs to focus attention. Upon review of the clusters with an urgency value of 1, you may decide that it is not necessary to publish information related to that cluster if that information is not valuable to your general audience.
Since the queries behind this report are generated each time it is run, the output will change over time – for example, after adding a new answer to address an urgent 1 cluster or gap.
When you generate the report, the top level of the report includes the following columns of information:
Therefore, when you first generate the Information Gap report, incident clusters are sorted first by the Urgency value in ascending order (1 to 5) with a secondary sort by score in ascending order. This allows the most urgent clusters with the poorest match results to an answer to be listed at the top of the report.
When you drill down into a cluster, the information below is displayed:
From the drill-down level, you can view the specific incident by clicking on the incident and selecting Display Incident Details.
Two configuration settings affect the Information Gap report when it is run:
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.