KPI reporting

[thomas_mail]

Hi I am currently looking for the best way to produce a KPI to show the truest results of incident deflection from users not completing the incident form. 

Has anyone found a way to provide numbers from users who perhaps have found a solution KBA during the process of raising an incident from the employee centre and therefore not needed to proceed with raising the incident? 

I am aware users can mark articles as useful during this process but I am finding they are not doing so. 

[Mark Manders]

It completely depends on how you define 'deflecting'. Because 'opening an incident -> seeing an article -> not creating an incident' is one, but how about someone first searching for information and then finding it? Or someone looking around first and deciding to raise a service request instead of an incident?