Knowledge Base usage statistics from Agent use?

Erik Groot

Hi all,

 

We are in a field where our customers cannot do self service, so our knowledge base is filled and used by our agents.

The spaces and articles in the knowledge base can be consulted by our JSM agents to solve incidents.

I know there are reports and statistics about knowledge base article use, but those are focussed on usage of articles from the portal, but is there another way to kee track of how our knowledge base is used by our agents? 

So I want to see in tickets if the ticket was solved with a KB article, overall statistics of requests solved by use of a article, and preferably also per article in how much requests this has been used/found useful.

 

This way we can keep track of KB usage, and can spot gaps or irrelevant documentation.

Thank you in advance!

K Vivek Rao_y5kp3p

Hi @Erik Groot ,

 

This can be possible only if agents linking the KB articles to the ticket, if you create a field and ask agents to share the link of the specific KB article on the issue which was used to resolve the case can help you to get the desired resutls.

You can use Jira Automation + custom fields to automatically flag tickets where a KB article was linked. You can then:
Create reports with JQL filters and dashboards.