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Knowledge Base Dashboard: add metrics to measure usefulness of the article



Posted Mar 03, 2021

At the moment, we can only visualize the metric "Article votes" which stands for the net votes (upvotes minus downvotes), but its just a mere number that does not provide any value. We don't know if a punctuation of 1000 on "Article votes" means that there were 1000 upvotes and 0 downvotes (meaning 100% of efficacy on the article) or 2000 upvotes and 1000 downvotes (meaning 50% of efficacy).

We need the total votes in order to get a useful metric, or the total upvotes and total downvotes (that are used to calculate the net votes, so the info exists and is already somewhere). We use upvotes/total votes (like the CSAT) but some people use upvotes/downvotes. 

Having the total of upvotes and downvotes per period would help all of us seeking these metrics.

Thanks!


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