We have a Jira Service Desk project set up to use Confluence as the knowledge base. We have a question from leadership asking for details about the counts returned by the knowledge base reports, but I can't find the details I'm looking for. Can someone answer: how are the "article views", "problems solved by articles", and "problems solved by articles" specifically counted? Related:
- Are agent views of articles counted in this number?
- Does this only define an article view as a view in the customer portal?
- Are page views in Confluence counted, if the customer doesn't go through the service desk?
- If another article is linked in the article (eg Related Articles), does that view get counted?
I suspect that the counts are just views from the JSD customer portal by customers, that anything from Confluence isn't counted, and that the problems solved by articles count is just the number of times customers have clicked "this article solved my problem", but I wanted to verify.
Thanks!
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