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How do you determine your knowledgebase health? — Cloud Customer Connect
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How do you determine your knowledgebase health?

Received Response
edited Jun 8, 2022 8:36AM in Agent Desktop 1 comment


Looking for ideas or benchmarking on how metrics are used to determine the effectiveness of the knowledgebase.


How do you use the available metrics to determine the health and/or effectiveness of your agent knowledgebase?  I'm looking for an objective way to show that my team has made improvements.   Do you have goals for any of the following metrics?

  • Approval Rating
  • Click Through Rate
  • Consumption
  • Exit Rate

Are there other metrics that you use to objectively show improvements/health?



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