How do you measure your knowledge management system?

Measuring your organization’s knowledge management (KM) system is critical for gauging it’s effectiveness (or ineffectiveness in some cases). While each knowledge management solution may offer slightly different performance metrics, there are a number of commonly accepted KPIs to monitor:

  • Participation rate among teammates.
  • Number of tickets closed with stored knowledge.
  • Percentage of tickets escalated to support staff.
  • Average inquiry resolution time.