KB Analytics
Last updated: September 9, 2026
KB Analytics help you understand how your Knowledge Base is being used and where gaps exist.
Article Statistics
For each article, you can see:
| Metric | Description |
|---|---|
| Views | How often the article was viewed |
| Helpful | Number of "Yes, helpful" clicks |
| Not helpful | Number of "No, not helpful" clicks |
| Helpful Rate | Helpful / (Helpful + Not helpful) × 100% |
Feedback
Visitors can answer "Was this article helpful?" with Yes/No on public articles and optionally leave a comment.
Evaluate feedback: Knowledge Base → Analytics → Feedback
Gap Tracking
Gap Tracking captures questions that the AI bot could not answer:
- Visitor asks a question
- AI bot does not find a matching KB article (or the Confidence is too low)
- The question is saved as a Gap (knowledge gap)
Evaluate Gaps: Knowledge Base → Gaps
| Field | Description |
|---|---|
| Question | The visitor's question |
| Frequency | How often this question was asked |
| Status | Open, Addressed, Dismissed |
| Associated Article | If a gap was addressed by a new article |
Gap Workflow
- Open: New knowledge gap detected
- Addressed: You have written an article that answers this question
- Dismissed: The question is irrelevant or out of scope
KB Stats Dashboard
Under Knowledge Base → Stats, you can see an overview:
- Total number of articles (by status)
- Total views
- Top articles (most views)
- Worst articles (lowest Helpful Rate)
- Open gaps
Search Logs
Under Analytics, you can see what visitors are searching for in the KB. This helps identify new article topics.