Knowledge base analytics

Analytics answers two questions about a knowledge base: how much it is used, and where it is letting people down — four figures over a date range, plus two ranked lists of gaps.

What you'll need

• The Knowledge Base module visible in your left-hand navigation.
• This permission: Knowledge Base · Kb — VIEW.
• Questions already asked in the window you are viewing — every figure comes from real queries, so a new knowledge base reads empty.

If Knowledge Base isn't in your navigation, your role doesn't have visibility for it — ask a workspace administrator, or see Permissions and module visibility.

Steps

1. Open the knowledge base and select Analytics — four tiles above two ranked lists.

2. Set From and To — the range defaults to the last 30 days and drives every figure below.

3. Total queries counts questions asked. Abstention rate is the share that got no answer. Avg. groundedness, captioned admin only, scores how closely answers stuck to the retrieved text. Q&A shortcut hit rate is the share answered by a curated Q&A pair.

4. Top questions ranks what people actually asked, with a count each; the wording is normalised, so near-identical phrasings group into one row.

5. Each row under Content gaps — unanswered & low-grounded is a query that abstained or scored badly, tagged Grounding with its score or No answer. Select a row to open its retrieval trace.

What success looks like

• All four tiles carry figures for your range.
• Top questions lists real questions with a count each.
• Selecting a Content gaps row opens that query’s retrieval trace.

What the two lists leave out

Top questions shows at most eight rows, and Content gaps — unanswered & low-grounded at most eight of the two record sets combined. Neither list pages, so read both as a ranked sample. Low-grounded rows carry a query id, not a question — that record keeps no question text, so open the trace.

If something goes wrong

Symptom	Likely cause	What to do
No questions in this window. and No content gaps in this window.	Nothing was asked in the range.	Widen From and To.
The 'To' date cannot be earlier than the 'From' date.	The range is inverted.	Set To on or after From.
The pane is replaced by Access Forbidden.	The tab is visible to every user; its data is not.	Ask an administrator — see Access.
Abstention rate is high but the documents look right.	Strictness gates are turning thin answers into abstentions.	Open a gap row’s trace; if candidates fell Below threshold, loosen strictness in Settings.

Next

• Retrieval traces — the detail behind a Content gaps row.
• Evaluation — score against a golden set, not live traffic.
• Feedback — what readers said about individual answers.