Knowledge Base EAP - Benchmarking
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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Thanks for sharing your needs for benchmarking and direction on how to improve Lilith Antunovic It could indeed be relevant to add metrics that inform about the article views trend on individual articles. If you have something particular in mind, then please feel free to share.
Thanks!
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