Knowledge base analytics

Analytics answers two questions about a knowledge base: how much it is used, and where it is letting people down. It shows four figures for a date range, how the answers split, the questions asked most, and the questions it couldn't answer well.

What you'll need

• The Knowledge Base app in your top bar.
• This permission: Knowledge Base · Analytics - Read.
• Questions already asked in the range you look at. Every figure comes from real questions, so a new knowledge base reads empty.

If Knowledge Base isn't in your top bar, your role can't view it or your plan doesn't include it. Ask a workspace administrator, or see Permissions and module visibility.

Steps

1. Open Analytics and set the range

   Open the knowledge base and select Analytics in its menu. Choose 7 days, the default, 30 days, or Custom to pick the dates. The range drives every figure below it.

2. Read the four cards

   Total queries counts questions asked, with the change since the previous period of the same length when that period had any. Answer rate is the share answered, with the share abstained beside it. Avg. groundedness, marked admin only, scores how closely answers kept to the retrieved text. Q&A shortcut hit rate is the share answered by a curated Q&A pair.

   

   The Analytics section of Northwind Supplier Handbook with 30 days chosen: Total queries 7, Answer rate with Abstained, Avg. groundedness 0.98, Q&A shortcut hit rate 14%, the bar of outcomes, Top questions and Content gaps.

   Enlarge

3. Read the split and Top questions

   The bar splits the range into Answered from documents, Q&A shortcut and Abstained. Top questions ranks what people asked, with a count each; questions that differ only in capitals or spacing count as one, shown in lower case. View all Traces opens Retrieval trace.

4. Work the gaps

   Content gaps lists questions that got no answer, or an answer that kept poorly to its sources, grouped by question with the number of asks. Each shows No answer or Low grounding and its grounding score. Select one, then Open trace for its retrieval trace, or Add source to connect more content.

   

   A content gap expanded: what is the dress code for the summer party?, 1 ask, No answer, 12 retrieved, 5 used, 0 filtered, with Open trace ringed beside Add source.

What success looks like

• All four cards carry figures for your range.
• Top questions lists real questions with a count each.
• Open trace on a gap opens that question's retrieval trace.

Narrowing the gaps

Two filters sit beside Content gaps: All narrows by kind, No answer or Low grounding, and Any grounding narrows by score band, from Grounding below 0.20 to Grounding 0.60 and above. Both work on the gaps already loaded: the 50 most recent unanswered questions and the 50 least grounded answers in the range. Top questions shows up to 20 and scrolls inside its card. Read both as a ranked sample, not every question.

If something goes wrong

Symptom	Likely cause	What to do
No top questions yet and No content gaps yet.	Nothing was asked in the range.	Choose 30 days, or a wider Custom range.
No content gaps match these filters.	A filter excludes every gap.	Clear a filter to see the rest.
Answer rate is low but the documents look right.	Strictness is turning thin answers into no answer, or the people asking can't reach the documents.	Open a gap's trace. Candidates Below threshold point to Settings; access-filtered ones point to Access.
Couldn't load these figures.	The figures failed to load.	Try again in a moment.
Analytics is missing from the menu.	Your role has no Knowledge Base · Analytics permission.	Ask a workspace administrator.

Next

• Reading a retrieval trace - the detail behind a gap.
• Running an evaluation - scoring against a golden set instead of live traffic.
• Rating an answer and reviewing feedback - what people said about single answers.