Gap Analysis
Updated
Gap Analysis in the Knowledge Base identifies missing, incomplete, or underperforming content that may prevent customers or agents from resolving issues efficiently. It highlights areas where existing articles do not fully meet user needs or where new content is required.
Reporting on Gap Analysis helps you measure how effectively these gaps are identified and addressed over time. Using quantifiable success metrics, you can track adoption, impact, and overall effectiveness, and evaluate how well your Knowledge Base strategy supports continuous improvement.
Note: The Widget configurations mentioned in this article, including Metrics, Dimensions, and filters, are intended as guidelines. You can adjust and customize them to suit your specific requirements.
Total Number of AI-Generated Gap Analysis Suggestions
Tracking the total number of AI‑generated Gap Analysis suggestions helps you understand how actively the system identifies content gaps within the Knowledge Base. This indicates the volume of opportunities identified for new content creation or improvement and reflects how effectively the Gap Analysis process surfaces missing or underperforming areas. You can also view the type of suggestions and the associated Insight Group for the suggestions.
Actions on Gap Analysis Suggestions
This section provides insight into the actions taken on AI‑generated Gap Analysis suggestions, including those that are approved, declined, or pending. Tracking these actions helps you understand how content owners engage with identified gaps and how effectively suggestions are being evaluated and acted upon. A higher acceptance rate indicates that the Gap Analysis is accurately identifying meaningful content opportunities that drive Knowledge Base improvement.
