Understanding Knowledge Base Analytics

Analytics provide crucial insights into how users interact with your knowledge base. Understanding these metrics helps you make data-driven decisions to improve content and user experience.

Key Metrics to Track

Effective knowledge base management requires tracking several key metrics:

Article Performance

Monitor how individual articles perform:

Search Analytics

Understanding search patterns helps identify content gaps:

• Popular Searches: What users are looking for most
• Empty Searches: Queries with no results (content opportunities)
• Search-to-Article Conversion: How often searches lead to article views

Using Search Data

Review empty search results regularly. These represent topics users are looking for but can’t find. Create articles to address these gaps.

Interpreting Analytics Data

Data alone isn’t valuable—you need to understand what it means:

High View, Low Satisfaction

If an article gets many views but poor feedback ratings, it likely needs improvement. Users are finding it but not getting the help they need.

Low View, High Satisfaction

Articles with low views but high satisfaction may need better discoverability. Consider improving titles, adding to relevant categories, or linking from popular articles.

Analytics tell you what’s happening, but feedback tells you why. Combine both for the complete picture.

Using Analytics to Improve Content

Turn analytics insights into action:

Content Gaps

Use empty search data to identify topics that need articles. Prioritize based on search frequency.

Content Optimization

Improve underperforming articles based on feedback and analytics. Update content, add examples, or restructure for clarity.

Regular Review Schedule

Set up a regular schedule to review analytics:

• Weekly: Review search analytics and feedback
• Monthly: Analyze article performance trends
• Quarterly: Comprehensive content audit