For us the Knowledge base is like an agent and like our agents we want to measure its performance. This is what I am missing in the Knowledge Base EAP.
I want to know how well my KB is performing in regards to its peers. Are 137 views on a certain article good? Is it trending upwards over time and indicating that I need more resources on there?
Are 1K views good or bad? For me I am missing guidance on what these numbers could mean to me and how I can improve this.
I love for example with the answer bot performance that there are articles underneath the numbers that help me with improving performance and click-through rate.
Overall I am very happy with the new KB EAP.
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