FAQ Insights
Track how well your FAQs are answering customer questions and see where you have coverage gaps.
FAQ Insights shows you how your FAQ library is performing — how many questions are being answered, how many new ones are coming in, and how your knowledge base is growing over time.
Accessing FAQ Insights
- Click Insights in the left sidebar
- Select FAQ
Time range
Use the dropdown in the top-right to set the period you want to analyze:
- All Time (default)
- This Week
- This Month
- This Quarter
- This Year
- Custom Range — Pick any start and end date
All stats and the chart below update instantly when you change the range.
Key metrics
Four cards give you the numbers that matter most.
Answer Rate
The percentage of incoming questions that have an answer in your FAQ. A high answer rate means your knowledge base is doing its job; a lower number points to gaps you can fill in.
New Questions
Questions customers have asked that don't yet have an answer. These are your top priorities for new FAQ entries — every one you answer can help deflect future conversations.
Total FAQs
How many answered FAQ articles you currently have in your library.
This Week
How many new questions came in over the past week. Spot trends early by watching this over time.
FAQ Growth
A line chart showing how your answered FAQ library has grown during the selected time range. Use it to see whether your knowledge base is keeping up with the volume of new questions.
Putting FAQ Insights to work
- Work the backlog. Open FAQ Management, find unanswered questions, and answer the most frequent ones first.
- Watch the answer rate. A steady rate above 80% is a good sign. A dip usually means customers are asking about something new.
- Track growth against new questions. If new questions outpace growth, your library needs more attention.
- Compare time ranges. For example, compare "This Month" to "Last Month" to see whether coverage is improving.
Related topics
- FAQ Management — Add and edit answered FAQs
- Knowledge Base — Your wider source of truth for the AI
- Insights Overview — Explore other analytics
- Collection Insights — See which items your AI is showing most