The KB usage report

The KB Usage report (Reports › Knowledge Base) shows how your published knowledge base is performing — what gets read, how helpful readers find it, and where content may be missing or stale. It requires the Reports: view permission, and the CSV export requires Reports: export.

What it covers

The report lists every published article, ordered by view count, with:

• Title and category
• Visibility (internal vs. client/public)
• View count
• Helpful yes / no votes and a helpfulness percentage
• Status and review-due date

Helpfulness percentage

For each article, helpfulness is the share of “yes” votes out of all helpful votes (yes + no). Articles with no votes yet show no percentage rather than a misleading zero.

Category rollup and headline figures

A by-category breakdown totals articles, views, and average helpfulness per category, so you can see which topics carry the self-service load. The report also surfaces:

• Total views across published articles
• Draft count — articles awaiting publish
• Public count — non-internal articles
• Review-due count — published articles whose review date has passed

Using the results

High-traffic articles with low helpfulness are prime candidates for a rewrite; a large review-due count signals content that needs a refresh; and drafts awaiting publish represent self-service value you have not yet released. Export to CSV to track these over time.