When looking at reporting our article effectiveness always says 0.
In Atlassian documentation it states Article Effectiveness "Compares knowledge base article viewers with request creators"
Can someone explain that measurement in more detail?
Hey Melissa, welcome!
For the benefit of other people reading this question, just noting that it was tagged for JSD Cloud, but it looks like this question relates to Jira Server / Data Center. This feature functions differently in Cloud now than it does for Server (and if you're looking for the Cloud info, it's on this document).
So on Server, you're looking at the Article Effectiveness report. The two series on this graph are "problems solved by articles" and "requests created". In an ideal scenario, your graph would look something like this as your articles deflected more cases over time:
The specifics on how these series are generated:
What I've tended to notice in real usage is that people who find the article in the customer center may simply close the tab when they've read the solution. If this describes what your users are doing, then that would explain why the "problems solved" series isn't showing data.
This same data feeds into the Knowledge Base Usage report as well, where you can compare it against the raw views that the articles are getting.
Assuming the articles are getting views but nobody is clicking the "This helped me" button, there are a couple ways to use these reports:
Hope that helps clear things up!
Hi Melissa, and welcome to the Community!
Don't take this to the bank but I believe that it is calculated based upon the number of times a customer comes to the portal to open a request but selects a KB article instead of creating an issue. Now I know that does not give you the algorithm and I too would like to understand this better so I will ping some Atlassian folks to see if they can get us all a better answer. :-)
Hello Insight users, As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...
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