Internal knowledge base articles performance

[Jean Waucomont]

Hello community, 

We have an integration between Confluence cloud and Jira Service Desk incident management. A knowledge base space is linked to a Jira project, and is used internally (i.e. we do not have a customer facing knowledge base). 

In order to analyze the efficiency and performance of knowledge articles, I need to define useful metrics. 
It would be great to know: 

• Which knowledge article was used
• The effect of the knowledge article on the time to resolution of the incident ticket.
• I should also be able to filter this by case.
  This is done by labels added to the incident tickets, to filter out the type of case.

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In Atlassian documentation I have found following information:

jira-service-management-cloud/ how are my knowledge base articles performing 

There are 2 report filters to check:

• kb-requests-deflected
• kb-requests-resolved.

These filters are the type of statistics I am looking for for our internal users, i.e. the agents.
The reports does not count internal users, only customers.

Do you know the query behind these reports (and specifically the field I need), and is it possible to filter the field for Jira Service Desk users?