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Knowledge Gaps helps you find visitor questions that need better coverage in your Reference Documents. Use this screen when you want to improve answer quality based on repeated real questions. This screen may be available only on certain plans.

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What Knowledge Gaps shows

The top summary cards can show:
  • Open Gaps: unresolved questions that need attention
  • Questions on Gaps: how often those gap questions were asked
  • Missing Topics: topic groups that need more content
  • Weekly Unanswered: unanswered questions in the current weekly view
Use these cards to decide whether content quality needs attention now or can wait for a scheduled review.

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Weekly report

The weekly report summarizes recent unanswered question patterns. It can include:
  • The week covered by the report
  • Recommended document titles
  • The most repeated unanswered questions
Use recommended document titles as planning prompts. Review them with your team before adding new Reference Documents.

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Top missing knowledge table

The Top Missing Knowledge table shows specific questions that visitors asked. Common columns include:
  • Question
  • Topic
  • Times Asked
  • Confidence Score
  • Sources
  • Last Seen
Start with questions that were asked many times and appeared recently. These are usually the best candidates for new or improved reference content.

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Missing topics table

The Missing Topics table groups gaps by topic. Use it to understand whether the assistant is missing a single answer or a broader content area. A topic with many repeated questions may need a new guide, FAQ section, or policy summary.

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Weekly top gaps table

Weekly Top Gaps shows the most repeated unanswered questions for the selected weekly report. Use it during weekly review to decide what content should be written or updated first.

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Resolve action

Some roles can mark a knowledge gap as resolved. Use Resolve only after you have taken action, such as:
  • Adding a new Reference Document
  • Updating an existing document
  • Creating a Q&A answer
  • Removing conflicting content
  • Confirming the question no longer needs action
If you only have view access, use the information to prepare content recommendations for an owner or admin.

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Refresh

Use Refresh when you want to reload gap, topic, and weekly report data after making content changes.

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Improvement workflow

  1. Review Open Gaps and Questions on Gaps.
  2. Start with the most repeated recent questions.
  3. Check the suggested topic and related weekly recommendations.
  4. Create or update content in Reference Documents.
  5. Test the same question in the widget.
  6. Mark the gap resolved when the content issue has been handled.
Do not add passwords, customer-specific private information, or team notes to new content created from a knowledge gap.