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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?

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

Summary

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

Content

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?

 

Thanks!

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