What metric is used to indicate the usage of knowledge articles?

The article retrieval rate is the metric used to indicate the usage of knowledge articles because it specifically measures how often articles are accessed or retrieved by users. This metric provides insights into the effectiveness and relevance of the knowledge base—showing which articles are valuable to users and how frequently they are utilized in practice. A higher retrieval rate indicates that the articles are being successfully found and used to resolve queries, which directly correlates to the knowledge base's impact on user support and problem resolution.

In contrast, user engagement level, while important, focuses more broadly on interactions with content and tools, rather than the specific usage of knowledge articles themselves. The knowledge article production rate measures the quantity of articles generated but does not reflect their actual use or effectiveness. Customer satisfaction score provides insights into user satisfaction but does not directly indicate how often knowledge articles are employed to assist users. Thus, the article retrieval rate best captures the metric for assessing the usage of knowledge articles.