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How is article effectiveness measured?

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?

2 answers

1 accepted

4 votes
Answer accepted
Daniel Eads Atlassian Team Apr 03, 2019

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:


image.pngThe specifics on how these series are generated:

  1. Requests created is pretty straightforward - this is the number of issues created by people from the customer portal. The idea is that if your articles are effective in helping people solve their problems (self-help), they won't need to open as many requests.
  2. Problems solved by articles is a bit murkier - as you noticed, it can be 0 for some customers. The numbers behind this are generated by people viewing KB articles in the customer portal, and then telling Service Desk that the article was helpful. In the screenshot below, you can see the "This helped me" link which would need to be clicked on to count in this series. 

image.pngWhat 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.
image.pngAssuming the articles are getting views but nobody is clicking the "This helped me" button, there are a couple ways to use these reports:

  1. Disregard the "people helped" series and try to make decisions based on the Views. This makes it a little more difficult to actually decide if the article content is helpful, but it does inform you if people are looking at them (and you can make some guesses based on how many requests they are creating anyway)
  2. Re-train your users to actually click the "this helped me" link when giving them an overview of Jira or Service Desk. In the past, I've seen some success in getting better metrics if people know that clicking the link helps you make better decisions. Sometimes people simply don't see it, or they might not understand how clicking it helps you decide what articles to provide and how effective they are for deflecting requests.

Hope that helps clear things up!

Cheers,
Daniel

0 votes
Jack Community Leader Apr 03, 2019

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. :-)

This was my assumption as well - I'm not sure why Atlassian wouldn't assume that anyone accessing this sort of report on a ticketing portal would be looking for "ticket's avoided," but apparently they see it differently.

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