Totally concur with this. I have a few things I would add:

Article analytics:

• Page views for individual articles (as already stated above)
• Average time on page (this is a key engagement metric)
• Pages per session (do people follow the links on the page to navigate to further pages to learn more - we are writing high-level articles that deep dive into more specifics - this would help us to understand if people are following these paths).

Feedback:

• Alongside was this helpful, yes/no - we'd like to capture some qualitative feedback. This could be achieved by allowing people to choose to add a custom text field if people answer no i.e. "What was missing, or how could this article be more helpful". The whole idea of feedback is so that we can improve on the content for customers. 

Feel free to reach out if I can provide any further details. 

It would also be VERY beneficial to be able to look into the "who" viewed the articles report (as opposed to the current reporting metrics scheme which just says "this page was viewed X number of times" so our sales/marketing teams can follow up with those customers on their issues or understand who may be struggling to use the content published in our JSM portal.

I was very confused to find that "Did this article help?" totals for any given article don't actually show up anywhere...

we need reports to know which knowledge base articles are the most popular (=views) and which ones are being used to resolve incidents and requests.

We need those metrics to focus our update effort to ensure the team follows the correct procedures and we need to identify if less popular used procedures need revision or updating.
 
 

We have had to use Power BI to build KCS reporting.  Joseph, I provided you a long list of improvements that are needed back in March/April 2022, however, I have seen nothing implemented.  We also need portal reports and access to detail so we can view breadcrumbs to improve search for example.  Please advise.

Hello Joseph,

Here we need reports to know which knowledge base procedures are being used to resolve incidents and requests, we need metrics to ensure that the team follows the correct procedures and we also need to identify if little used procedures need revision or updating.

Hello, Joseph

I am Lucien, I am glad to find this ticket and thanks for you follow this. Is there any update about the customized KB analysis report now? I haven't found any document or community suggestion for analyzing customer use KB data.

Thanks,

Lucien

Hi 361bb06ec897 

I am Joseph, Product Manager in Jira Service Management. I am looking to build better reporting capabilities for the knowledge base. I would love to get on a call with you to understand the reporting use cases. If you are interested, please reach out to me jjayanth@atlassian.com. 

Thanks

Joe

Hi,

We currently are using JSM with Confluence on prem. We are looking for a way to report on Knowledge-Centered Service (KCS)<https://www.atlassian.com/itsm/knowledge-management/kcs> reuse, basically articles that are linked to an issue using the Link Issue area. Based on the information on your website I was shocked at the lack of reporting available to support standard KCS/KM usage stats both in JSM and your portal.  I am aware of the links you've provided but they do not support what we are looking for as I can't even seem to report on an article created from an issue in JSM. Is the fact that we are using confluence on prem with JSM limiting us from a reporting capability standpoint? Your deflection report is also invalid as you cannot count the fact that an agent linked a client facing article as true deflection so I find that report useless.

Hello everyone

I am Joseph, Product Manager in JSM. I would like to understand your KB reporting needs better that will help the team prioritize this work and build the right solution. If you are interested in talking to me about your KB needs, please email me at jjayanth@atlassian.com 

Cheers

Joe