Knowledge Base Coverage Gap Analyzer

Analyze your knowledge base coverage gaps by comparing existing articles against incoming support topics. Calculates coverage rate, gap score, and content priority index to guide your documentation strategy.

Total distinct topics or questions raised by users/tickets
Number of topics that have at least one KB article addressing them
Total volume of support tickets received in the analysis period
Tickets resolved via KB without agent involvement
Fully-loaded cost to resolve one ticket with agent involvement
Tickets that could not find a KB answer (topics with no article)
Time + labor cost to research, write, and publish one article
Results will appear here after analysis.

Formulas Used

Coverage Rate (CR) = (Covered Topics ÷ Total Topics) × 100

Gap Rate (GR) = 100 − Coverage Rate

Ticket Deflection Rate (TDR) = (Deflected Tickets ÷ Total Tickets) × 100

Gap Ticket Rate = (Gap Tickets ÷ Total Tickets) × 100

Deflection Efficiency = Deflected Tickets ÷ (Total Tickets − Gap Tickets)

Potential Additional Deflections = Gap Tickets × Deflection Efficiency

Current KB Savings = Deflected Tickets × Avg Ticket Cost

Potential Additional Savings (90-day) = Potential Additional Deflections × Avg Ticket Cost

Annualized Savings = 90-day Potential Savings × 4

Total Investment = Uncovered Topics × Article Creation Cost

ROI = ((Annualized Savings − Total Investment) ÷ Total Investment) × 100

Payback Period = Total Investment ÷ (Annualized Savings ÷ 12)

Content Priority Index (CPI) = (Gap Rate × 0.4) + (Gap Ticket Rate × 0.4) + (ROInormalized × 0.2), capped at 100

KB Health Score = 100 − CPI

Assumptions & References

  • Analysis period is 90 days; annualized figures multiply by 4.
  • Deflection efficiency derived from currently covered topics is assumed to apply equally to newly covered gap topics.
  • ROI is normalized to a 0–500% scale for CPI weighting; values above 500% are capped at 100 in the index.
  • Article creation cost should include research, writing, review, and publishing labor.
  • Average ticket cost should reflect fully-loaded agent cost (salary, overhead, tooling).
  • CPI weights: topic gap severity (40%), ticket volume impact (40%), financial return (20%).
  • References: Gartner "Deflection Rate Benchmarks" (2023); HDI "Cost per Ticket" industry report; Forrester "The Total Economic Impact of Self-Service Knowledge Bases."
  • One article per uncovered topic is assumed as a minimum; complex topics may require multiple articles.

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