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Views and votes are the numbers people watch. Two others tell you far more about whether your knowledge base works.
The two that matter most
Searches that returned nothing
Every one is somebody who came looking and left without an answer. It is a list of articles you should write, in your customers' own words.
No other report gives you that so directly, and almost nobody looks at it.
Tickets about subjects you have articles for
Harder to measure and worth the effort. Somebody raising a ticket about something you documented means the article was not found, or was not good enough. Either is fixable.
The ones people over-read
- Views. They tell you what is popular, which you probably knew. A high-traffic article is worth keeping current; that is most of what views are for.
- Votes. Useful for spotting outliers, misleading as a score. Articles about annoying problems get poor votes regardless of quality.
The combination worth building
Most-read articles with the worst ratings. That is the shortest list of the highest-value fixes, and it is one report.
The number that is not in Explore
Whether ticket volume falls after you publish something. That is the actual purpose, and connecting the two takes deliberate effort. It is also the only argument that convinces anyone to fund knowledge work.
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