Knowledgebase Questions

[Chuck LaDow]

I am a newbie to Kayako. We use the Knowledgebase for our end user consumers and I have a few questions...
1. Is there a guide to the reports? Specifically why does the Comments report always stay at the same number even though the total comments increase? How do the "Ratings" work? Does the rating take into account the total views who provide ratings versus total views? I am tasked with improving our customer's use of our articles and cannot figure this one out. It seems as if they rate an article high if they like the policy or low if they do not like the policy whether it was actually helpful or not. I have verified this by interactions with those who left comments for specific comments.
2. We cannot seem to locate articles if a contraction is in the search. For instance, we have an article that says, "My IR does not work" but if the customer searches on "IR doesn't work" the article is not found even though we have included the contraction in the article. Why would this be?

[Intrepid_Soul]

I am just starting to sink my teeth into the report aspect. The comment thing, I think I understand. I think it only counts approved comments. So you could have 45 comments, but only 2 approved, therefore the count would be 2? Its just a guess.