# Link Rate and Link Accuracy in KCS
<p>In KCS, it is important not only to create articles, but also to <strong>use them when resolving tickets</strong>. Two related metrics are used to assess this process: <strong>Link Rate</strong> and <strong>Link Accuracy</strong>.</p>
<p>They answer two different questions:</p>
<ul>
<li><strong>Link Rate</strong> — how consistently specialists link resolved tickets to knowledge base articles.</li>
<li><strong>Link Accuracy</strong> — how correctly they select articles for specific tickets.</li>
</ul>
<h2>Link Rate</h2>
<p><strong>Link Rate</strong> shows the share of resolved tickets that are linked to knowledge base articles.</p>
<p><strong>Formula:</strong></p>
<p>Link Rate = number of resolved tickets with linked articles / total number of resolved tickets × 100%</p>
<h3>Example</h3>
<p>During the month, the team resolved 1,000 tickets.<br>In 720 of them, an article was linked.</p>
<p><strong>Link Rate = 720 / 1,000 × 100% = 72%.</strong></p>
<p>This metric helps show how much knowledge work has become part of the daily support process.</p>
<p>However, a high Link Rate alone does not indicate high-quality work: a specialist may link articles formally or select irrelevant materials.</p>
<h2>Link Accuracy</h2>
<p><strong>Link Accuracy</strong> measures the quality of the <strong>“resolved ticket — article”</strong> link.</p>
<p>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.</p>
<p>If the link is assessed against several criteria, the final Link Accuracy is calculated from the results of those checks.</p>
<p>For example, with four equally weighted criteria:</p>
<ul>
<li>4 criteria met — <strong>100%</strong></li>
<li>3 — <strong>75%</strong></li>
<li>2 — <strong>50%</strong></li>
<li>1 — <strong>25%</strong></li>
</ul>
<h2>Why these metrics should be reviewed together</h2>
<p>A high Link Rate shows that specialists work with knowledge regularly.</p>
<p>A high Link Accuracy shows that they do it correctly.</p>
<p>This can lead to different situations:</p>
<table>
<thead><tr><th>Link Rate</th><th>Link Accuracy</th><th>What it means</th></tr></thead>
<tbody>
<tr><td>High</td><td>High</td><td>Knowledge work is embedded in the process and is carried out correctly.</td></tr>
<tr><td>High</td><td>Low</td><td>Articles are linked often, but the selected article is frequently incorrect or linked only formally.</td></tr>
<tr><td>Low</td><td>High</td><td>The links are high quality, but working with knowledge has not yet become a consistent habit.</td></tr>
</tbody>
</table>
<p>That is why these metrics are best used <strong>together</strong>.</p>
<h2>How it works in Swarmica</h2>
<p>In Swarmica, Link Rate and Link Accuracy are shown in KCS analytics.</p>
<p>To learn more about how the <strong>“Link Accuracy” hex</strong> is calculated and displayed, how the sample is formed, and how to use the report, see the <a href="https://support.swarmica.com/article/en/190-link-accuracy.html">“Link Accuracy”</a> article.</p>
<p>You can learn more about KCS methodology, knowledge work, and using these metrics in the <a href="https://swarmica.ru/akademia-swarmica">Swarmica Academy</a>.</p>