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Using the Information Gap report
Answer ID 2052   |   Last Review Date 10/31/2018

What is the Information Gap report?

Environment:

Analytics, Standard Report ID 92
Oracle Service Cloud

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.


Definition of Top Level Report

When you generate the report, the top level of the report includes the following columns of information:

Gap ID: This is the row ID to identify the ordered clusters of incidents. 
 
Urgency Level: This loosely corresponds to the size of the cluster and the quality match with an answer. In general, large clusters with poor matches to answers receive a more urgent score, whereas clusters that match answers fairly well will receive a less urgent value. The urgency value can range from 1 to 5 with 1 being the most urgent level. 
 
Summary: These keywords are the most representative keywords for the cluster, extracted from the incidents. You can click on the keywords to view the individual incidents in the cluster. 
 
Number Incidents: Indicates how many incidents are in the cluster. 
 
Answer ID: Indicates the Answer ID of the specific answer best matches the keywords for the cluster. 
 
Answer Score: Indicates how well the best answer matches the cluster keywords. A higher numerical value indicates a stronger match. A lower value indicates a weak match. 


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.


Definition of Drill Down Level

When you drill down into a cluster, the information below is displayed:

Incident ID: Indicates the unique incident ID in the database.
 
Subject: The subject line of the incident. 
 
Score: Indicates which incidents are the most representative of the entire cluster. A relatively high value indicates that the incident is closely related to the keywords of the cluster. A lower value indicate a weak relationship to the overall cluster. 


From the drill-down level, you can view the specific incident by clicking on the incident and selecting Display Incident Details.


Configuration Settings that Affect the Report

Two configuration settings affect the Information Gap report when it is run:

GAP_FREQUENCY: Specified how frequent (in days), the Information Gap report is generated. Default value is 7 days.
 
GAP_TIME_PERIOD: Specifies the time period included in the Information Gap report.The report analyzes incident created during the specified number of days.
Default value is 7 days.  
 

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

 

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