7 Knowledge Base Metrics You Need to Track

You have spent a lot of time, energy, and resources creating the perfect knowledge base for customers and employees. You have organized information carefully, added helpful images, and even integrated a search function.

But how do you know the users are actually finding what they need?

Is your knowledge base as effective as you think?

By keeping an eye on the most essential indicators, you can ensure the knowledge base is performing at its best and continually improve the user experience

In this blog, we’re going to explore the 7 knowledge base metrics you need to track to keep your knowledge base relevant.

What are Knowledge Base Metrics?

Knowledge base metrics are the key indicators that show how well your knowledge base is performing. These metrics present whether users find the answers they need, how quickly they’re getting help, and whether the information in the knowledge base is truly useful.

7 Knowledge Base Metrics You Need to Track

Tracking the right knowledge base metrics is like having a compass that points you toward making your content more useful and effective. Here are seven key metrics to watch:

1. Page Visits

Tracking page visits isn’t just about counting how many people visit the knowledge base—it’s about understanding engagement.

A high number of visits shows users are turning to the knowledge base for answers, which reduces the pressure on the support team. On the other hand, low visits might indicate that the knowledge base isn’t easy to find or that users don’t trust it as a reliable source.

You can adjust the knowledge base content by tracking page visits to increase successful ticket-deflection rates and optimize your support resources.

2. Top Visited Articles

Most visited articles highlight common pain points for users. By identifying these popular topics, you can ensure they are up to date and address the pressing concerns.

This not only helps customers but allows you to build proactive support strategies—whether by integrating these topics into chatbots or training agents to handle frequent inquiries more effectively.

3. First-Contact Resolutions

This metric is key to understanding how well the knowledge base helps resolve issues on the first try.

High first-contact resolution rates mean the information is clear and easy to follow, minimizing the need for users to reach out again. This boosts customer satisfaction while freeing agents to focus on more complex issues.

4. Failed Searches

Failed searches help identify content gaps. If users can’t find what they are searching for, it either means the content does not exist or it is not well-organized. Analyzing this data allows to identify missing topics and improve content structure.

The better the search success, the less likely users will need to escalate their queries to the support team, which can lead to reduced operational costs.

5. Usage of Help Docs in Support Replies

When agents frequently refer to help docs in their replies, it’s a strong indicator that the knowledge base is doing double duty—as a tool for both customers and internal teams.

This boosts efficiency by giving agents quick access to reliable information, helping them provide consistent answers faster.

A high rate of help doc usage reflects the value of the knowledge base in supporting both sides of the customer-agent interaction.

6. Content Freshness

Tracking how often the content is updated is essential. An outdated knowledge base leads to inaccurate information that frustrates users and agents alike.

Regular updates ensure the knowledge base reflects the latest processes, tools, or services.

Fresh content reassures users that they’re getting current information, which strengthens trust and reduces escalations.

7. Customer Feedback

Collecting customer feedback gives firsthand insights into how well the content is performing.

Low ratings indicate areas for improvement, while positive feedback highlights what’s working well.

This feedback loop helps fine-tune the knowledge base, ensuring it continuously meets user needs and contributes to a smoother, more satisfying customer experience.

Easily Track Your Knowledge Base Metrics with Knowmax

Knowmax is an AI-powered knowledge management platform that empowers you to deliver mistake-proof customer service across channels with actionable knowledge.

Tracking your knowledge base metrics is simple with Knowmax. Its micro-segmented analytics provide detailed insights into how content is performing, making it easy to track, analyze, and optimize. With features like interactive decision trees, visual guides, and FAQs, you can create and manage content effortlessly—no technical skills needed.

Knowmax ensures both agents and customers benefit. Agents get quick access to accurate information, while customers resolve their issues faster, improving the overall experience.