Starter · Part of Knowledge Management
Usage + effectiveness analytics
Editor-facing analytics page — per-article views, search find-rate, agent feedback signals, gap candidates. The article that's heavily searched but never opened tells you where the index is failing.
Knowledge effectiveness analytics — Top performers ranked by quality index alongside Bottom performers (Handling PII flagged as Needs review, idx 0.180), with Zero-result queries below. Sort by quality, total views, internal views, client-portal views, or unique-agents-30d to flip between effectiveness and engagement views. The nightly metrics rollup writes each article's idx, view counts, and unique-agents reach.
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For the operator
KM lead opens /knowledge/analytics, scans the top searches that returned no result, opens a 'gap candidate' draft from the suggested-articles row, and writes the missing article. Tracks per-article effectiveness over time to spot drift.
Business impact
Knowledge programs that lack feedback loops die at the 12-month mark — the content goes stale, the team stops trusting it, the platform investment looks underperforming. Effectiveness analytics convert the program from a documentation exercise into a learning system that pays for itself in measurable agent productivity.