Knowledge Manager Roundtable: How do you create knowledge base content?

9 Kommentare

  • Mary Paez
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    I am very interested in how Anton collects the metrics data.  How much of this is automated or manual?  

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  • Anton Maslov
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    Hi Mary,

    All of this is in ZenDesk insights reports and is being calculated automatically. Let me know in what metric are you interested in and I'll try to describe :)

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  • Mary Paez
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    Hi Anton,

     

    I posted the metrics we show here: https://support.zendesk.com/hc/en-us/community/posts/115008265067-Need-help-to-understand-Answer-Bot-results

     

    Here is an example of Answer Bot results:

    Would like to understand how these are calculated.  Resolution Rate = Resolved / Attempted.  But need other formulas.  Also, during this time period, 2823 tickets were processed by agents.

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  • Mary Paez
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    Anton, the CTR, Unique CTR would be helpful to define using a formula so I know how to report it.  Thank you. 

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  • Anton Maslov
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    Hi Mary,

    I'm afraid I cannot help with CTR, we do not use Answer Bot.

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  • Jay Janssen
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    @Anton -- I'm with Mary -- I didn't even realize these reports existed, but I do see them in my Gooddata.  However, they all seem to be empty for me.  I've also asked ZD support and my account rep, who claimed there were no KB metrics in Insights and that I have to use Google analytics.  

    So -- what sorcery is all this?    Can anyone from ZD clarify?

     
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  • Mary Paez
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    Hi Anton,

    These are the measures I am interested in:

    • KBC - knowledge base coverage - how much tickets are solved with existing articles
    • PR - participation rate - that % of tickets has linked article
    • TTP - time to publish - % of articles published externally within X hours
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  • Jennifer Rowe
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    Hi,

    Here are some articles that might help you understand the reporting for Knowledge Capture and Answer Bot. This is the only knowledge-related reporting in Insights.

    Hope that helps!

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  • Jay Janssen
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    @Jennifer -- yes, that makes sense.  I was not even aware of the Knowledge Capture app.  

     
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