Article Quality Index
How useful are the articles in your knowledge base? Are they clear, accurate, and well-written? Are they helping your customers solve their problems? As a Knowledge manager or authoring coach, you can quickly review the quality of the articles in your knowledge base by using the Article Quality Index (AQI) report.
This report shows the AQI scores assigned to any version of the articles in your knowledge base. An AQI score is a required component of KCS compliance that measures the quality of a knowledge article. You can filter the report to see specific data that can help you identify articles that have quality issues, for example:
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You can filter by articles that have specific AQI values; for example, you might want to see all articles with an AQI value of 10 (which depending on your organization's interpretation could be a strong score or a weak score). If more articles are displaying low AQI scores, you can asses training opportunities for your authors.
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You can filter by author or group of authors to see how their AQI scores are trending over a time period.
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You can filter by article version to monitor how an article's AQI score is trending for each subsequent version.
You can also use the AQI data in the Data Dictionary to build custom reports.
| Column | Description |
|---|---|
| Document ID | The identifier for the article. |
| Article Version | The article version. |
| Article Summary | The title of the article. |
| AQI Score | The AQI score assigned to the article. |
| AQI Date | The date the AQI scored was assigned to the article. |
| AQI Comment | Comments that provide details about the AQI score. |