Knowledge base analytics, usage reporting, and effectiveness measurement
Analyzes knowledge base usage, measures content effectiveness, and identifies knowledge gaps through comprehensive analytics.
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The Knowledge Analytics skill provides comprehensive capabilities for measuring, analyzing, and reporting on knowledge management effectiveness. This skill enables organizations to understand how knowledge is being used, identify gaps, and continuously improve their knowledge management initiatives through data-driven insights.
This skill integrates with:
task: Set up knowledge base analytics
skill: knowledge-analytics
parameters:
platform: google-analytics
tracking:
page_views: true
engagement_time: true
scroll_depth: true
search_queries: true
custom_dimensions:
- content_type
- topic_category
- content_owner
task: Analyze content effectiveness
skill: knowledge-analytics
parameters:
time_range: 90d
metrics:
- views
- unique_visitors
- avg_time_on_page
- bounce_rate
- helpful_votes
segmentation: content_type
output: content-effectiveness-report.pdf
task: Analyze search performance
skill: knowledge-analytics
parameters:
data_source: search-logs
analysis:
- zero_result_queries
- low_click_queries
- refinement_patterns
- popular_queries
time_range: 30d
recommendations: true
task: Identify knowledge gaps
skill: knowledge-analytics
parameters:
sources:
- search_logs
- support_tickets
- user_feedback
gap_types:
- missing_content
- outdated_content
- low_quality_content
output: gap-analysis-report.md
task: Calculate knowledge management ROI
skill: knowledge-analytics
parameters:
metrics:
- ticket_deflection
- time_saved
- cost_avoidance
- productivity_gain
baseline_period: previous_year
cost_inputs:
avg_support_ticket_cost: 50
avg_employee_hourly_rate: 75
| KPI | Description | Benchmark |
|---|---|---|
| Monthly Active Users | Unique users accessing KB | Growth > 5% MoM |
| Page Views per Session | Average pages viewed | > 2.5 |
| Search Usage Rate | % users using search | > 60% |
| Return Visitor Rate | % returning users | > 40% |
| KPI | Description | Benchmark |
|---|---|---|
| Content Freshness | % content updated in 90d | > 30% |
| Content Coverage | Topics with content | > 85% |
| Helpful Rating | % positive feedback | > 80% |
| Time to Resolution | Avg time to find answer | < 3 min |
| KPI | Description | Benchmark |
|---|---|---|
| Zero-Result Rate | % searches with no results | < 5% |
| Search Success Rate | % searches leading to click | > 70% |
| Refinement Rate | % queries requiring refinement | < 20% |
| Top-3 Click Rate | % clicking top 3 results | > 60% |
| KPI | Description | Benchmark |
|---|---|---|
| Ticket Deflection Rate | % tickets avoided | > 20% |
| Self-Service Rate | % issues resolved via KB | > 50% |
| Onboarding Time Reduction | Time saved in onboarding | > 30% |
| Knowledge Reuse Rate | % content reused | > 40% |
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