Understand the route a user took to find the answer to an article.
Idea brought up by Steele F.: "This may be what is being looked at but To somehow see the "path" the user navigated to reach their answer (or to contact support). How many articles viewed? Did they need to search multiple times or did they view articles internally? etc.
Something that shows a simple path like:
Search ---> click "article name" ---> new search
Search ---> click "article name" ---> click "article name" ----> clicked "article name" ----> left feedback"
Example mockup image below: