#2114: Link Rate and Link Accuracy in KCS
Отредактирована: сегодняIn KCS, it is important not only to create articles, but also to use them when resolving tickets. Two related metrics are used to assess this process: Link Rate and Link Accuracy.
They answer two different questions:
- Link Rate — how consistently specialists link resolved tickets to knowledge base articles.
- Link Accuracy — how correctly they select articles for specific tickets.
Link Rate
Link Rate shows the share of resolved tickets that are linked to knowledge base articles.
Formula:
Link Rate = number of resolved tickets with linked articles / total number of resolved tickets × 100%
Example
During the month, the team resolved 1,000 tickets.
In 720 of them, an article was linked.
Link Rate = 720 / 1,000 × 100% = 72%.
This metric helps show how much knowledge work has become part of the daily support process.
However, a high Link Rate alone does not indicate high-quality work: a specialist may link articles formally or select irrelevant materials.
Link Accuracy
Link Accuracy measures the quality of the “resolved ticket — article” link.
It is assessed using a sample of linked tickets. A reviewer evaluates whether the specialist selected the article correctly and whether it matches the problem and the solution.
If the link is assessed against several criteria, the final Link Accuracy is calculated from the results of those checks.
For example, with four equally weighted criteria:
- 4 criteria met — 100%
- 3 — 75%
- 2 — 50%
- 1 — 25%
Why these metrics should be reviewed together
A high Link Rate shows that specialists work with knowledge regularly.
A high Link Accuracy shows that they do it correctly.
This can lead to different situations:
| Link Rate | Link Accuracy | What it means |
|---|---|---|
| High | High | Knowledge work is embedded in the process and is carried out correctly. |
| High | Low | Articles are linked often, but the selected article is frequently incorrect or linked only formally. |
| Low | High | The links are high quality, but working with knowledge has not yet become a consistent habit. |
That is why these metrics are best used together.
How it works in Swarmica
In Swarmica, Link Rate and Link Accuracy are shown in KCS analytics.
To learn more about how the “Link Accuracy” hex is calculated and displayed, how the sample is formed, and how to use the report, see the “Link Accuracy” article.
You can learn more about KCS methodology, knowledge work, and using these metrics in the Swarmica Academy.