Use Knowledge analytics to understand how employees and AI Assistants find and use your knowledge. It provides insight into search behavior, content engagement, knowledge gaps, and feedback.
Unlike Global analytics, which provides a platform-wide overview, Knowledge analytics focuses specifically on knowledge performance. Unlike Agent analytics, which focuses on AI conversations and effectiveness, Knowledge analytics shows how knowledge content supports self-service and AI-assisted answers.
Why use Knowledge analytics?
Publishing knowledge makes information available. Knowledge analytics helps you understand whether employees and AI Assistants can find and use that information effectively.
Use Knowledge analytics to answer questions such as:
- How often is knowledge being searched by employees and AI?
- Which content is being cited, viewed, and used?
- Where are employees struggling to find useful answers?
- Which topics are most and least helpful?
- Where should we improve or expand knowledge content?
Identifying knowledge gaps and underperforming content helps you prioritize improvements that strengthen self-service.
What you can learn
Depending on your organization's configuration, Knowledge analytics can provide insight into:
- Knowledge searches by employees and AI.
- AI citations of knowledge content.
- Knowledge-related deflection outcomes.
- Content helpfulness and feedback.
- Frequently searched terms and poor search results.
- Engagement across searches, views, reads, and feedback.
- Most and least helpful topics.
Who uses Knowledge analytics?
Different roles use Knowledge analytics to understand and improve knowledge performance.
| Role | Typical focus |
| Knowledge owners | Identify content to update, expand, or retire based on search and feedback trends. |
| HR content teams | Prioritize knowledge gaps and improve underperforming topics. |
| Administrators | Understand how knowledge supports self-service and AI-assisted answers. |
Best practices
- Review search demand and poor results together to identify knowledge gaps.
- Distinguish knowledge usage, such as searches and views, from knowledge effectiveness, such as helpfulness and successful outcomes.
- Use AI citation and knowledge deflection metrics as signals of how AI uses knowledge. Open Agent analytics for a broader view of AI effectiveness.
- Use analytics to prioritize content improvements instead of focusing on a single article metric.