You can use the Knowledge Capture dashboard to analyze your Knowledge Capture events and ticket activity. For information on the metrics used on the Knowledge Capture Insights dashboard, see Knowledge Capture metrics reference.
You must be on Guide Professional or Enterprise and Support Professional or Enterprise to use the Knowledge Capture dashboard.
Accessing the Knowledge Capture dashboard
You can view the Knowledge Capture dashboard directly in the Support agent interface. Refer to the sections below for information on the reports available in the dashboard.
To access the Knowledge Capture dashboard
- In Support, click the Reporting icon (
) in the sidebar. - Select the Insights tab.
- Ensure Insights - View Only is selected from the drop-down list.
- Select the Knowledge Capture tab.
Note: If you have several different Insights - View Only tabs, you might need to use the left or right arrows (>) to find the Knowledge Capture tab.The Knowledge Capture dashboard opens. For information on the Knowledge Capture dashboard reports, see the following sections:
Knowledge Capture headline metrics
The Knowledge Capture dashboard displays your most important metrics at the top of the dashboard as headline reports. Headline reports show only one number, so your metrics stand out.
The headline reports display results for the current 30 days, and includes the percentage by which the number has increased or decreased from the 30 day period prior.
The reports are:
- Solved Tickets with Knowledge Capture Activity: The percentage of solved tickets with link, flag, or create activities.
- Solved Tickets with Link Activity: The percentage of solved tickets with an insert link activity.
- Solved Tickets by End Users: The percentage of tickets that were self-solved by an end user (the user clicked Yes to the pop-up dialog asking if the article solved their problem).
- Solved Tickets with Flag Activity: The percentage of solved tickets with flagged article feedback.
- Solved Tickets with Create Activity: The percentage of solved tickets with article creation.
Knowledge Capture activity
The Knowledge Capture Activity report measures the number of Knowledge Capture create, flag, and link events by week. You can highlight results for one event type by hovering over the event name at the bottom of the report. If you hover over a data point, you can see the event type and exact number of results.
If you want to view daily results, you can click a week name to drill in. When you drill in, a new chart will show each day of the week with Knowledge Capture activity. Days with no Knowledge Capture activity will not be shown.
Agent activity
You can view the agents with the highest KC activity, including the total number of events and number of create, flag, and link events.
- Agent activity: The Agent Activity table displays an agent's total number of KC events and activity broken down by event type. By default, agents with the highest total events are listed first. You can change the sort order by hovering over a column header, then clicking the up or down arrow.
- Agent Events Bar: You can use the Agents Events Bar report to compare activity between agents and measure how results from each event type contribute to the total number of events. You can highlight results for one event type by hovering over the event name at the bottom of the report.
Article activity
On the Knowledge Capture dashboard, you can measure article activity by viewing the articles most frequently used and your top contributors.
- Top Article Activity: Displays the articles most frequently linked to and the number of end-user self-solves for each article. By default, articles with the highest number of times linked are listed first. You can change the sort order by hovering over a column header, then clicking the up or down arrow.
- Top Article Creators: Use this table to view the KC authors that created the most articles. By default, agents with the highest number of created articles are listed first. You can change the sort order by hovering over a column header, then clicking the up or down arrow.
16 Comments
Will we have the ability to filter by group? The out of the box Zendesk dashboards are often rendered somewhat useless because they include all tickets, without the ability to filter on groups. Some of our tickets are not support tickets, but tasks (for example).
Looks like the metrics are recorded as soon as i hit the insert link button, shouldn't it be recorded after the agent submits the changes? what happens when an agent changes his/her mind and inserts a different KB?
As Arnold said previously, it would be great to have at least the filters offered on the other existing tabs. Can we please make that happen?
How do I track article views in KCA? They don't seem to be tracked in GA?
How do I track article views in KCA? They don't seem to be tracked in GA?
^ I was also wondering if there is a way to track article views?
I'd love to see a link to the actual tickets... that way I could go back and see if there were some opportunities to improve self service by looking at the tickets. Love that my team sending the articles out to help customers, but can't help wondering if we can do even better helping them help themselves.
Zendesk:
We have not yet rolled out the Knowledge Capture app to our agents, but it has been enabled in our system for quite some time unbeknownst to everyone! Insights/Explore are recording Knowledge Capture data on agents, articles, links and engagement...but no one is using it yet.
This leads me to believe that ANY time a link to a help center article is inserted in a ticket (whether it is via the Knowledge Capture link article functionality, by the agent manually copy/pasting, or, by the agent applying a macro containing a link), it's recording it as a Knowledge Capture app action. Is this correct, and if so, is there anyway to separate out those types of links from links done via the Knowledge Capture app directly? Otherwise it is over inflating the stats on the app usage...
Hi Lila,
As you mentioned, the reason this data is being tracked currently is because the Knowledge Capture app will track any links added to the ticket manually from an end-user/agent as well as through the app. Unfortunately there's no way to segment this data or toggle off auto-linking at this time.
You'd most likely need to disable the app completely until you're agents are ready to use the integration.
Let me know if you have any other questions!
Thanks Brett. Disabling the app until we roll it out will not help with this issue because agents will still manually copy and paste links (and I would guess you are also counting links in macros this way). The problem is that you are misrepresenting Knowledge Capture app usage by using this logic. I have created a product feedback item in the Guide Community for this: https://support.zendesk.com/hc/en-us/community/posts/360028778433-Knowledge-Capture-Reporting-Needs-Improvement-Should-Reflect-Actual-Knowledge-Capture-App-Usage
Thanks for taking the time to share this with us Lila!
I'll pass this feedback over to the appropriate team for review.
If our Product Managers have any questions they'll reach out :)
We've been in touch with Zendesk before on this, but putting it here, soo. Our Support department subscribes to KCS methodology when it comes to knowledge management, For the most part, the KC app meets our needs; however, there's a big deficiency in the analytics for knowledge use.
It's great to be able to track creation, links, and flags, we're not currently able to track article EDITS. Ensuring that agents are reviewing & editing articles is critical to ensure that our team is engaging with the content in a meaningful way and an important part of keeping our knowledge base healthy.
We've noticed, for example, that as our KB has matured, we're creating fewer articles (and link rate is staying very high). This implies that we've got most of the content captured - which is great. But with that change, we're less able to measure ongoing agent engagement through content updates & tweaks (ie. edits).
Note that we prefer agents to edit articles on the fly (which keeps KB health in the collective responsibility) rather than Flag - which puts the owness on a few people to own KB content (rather than everyone).
We've brought this up as a feature request before, but adding again here as it's a significant pain point - omitting the most critical knowledge KPI for agents from the reporting .
Improvement suggestion
We are creating a report using the Knowledge Capture application events to identify the article indications.
However, we find an occurrence:
The event used adds indication actions when using the "Link article" option of the Knowledge Capture application, and also when the analyst copies and pastes the article url from the Zendesk Help Center.
Our problem is that many analysts have macros that contain an article url from the Zendesk Help Center to finalize service with guidelines but not to resolve through an Help Center article. Thus, the numbers will be impacted with indications that should not be counted.
Therefore, we suggest distinguishing the events of the Knowledge Capture application when the "Link article" option is used and when inserting the url of an article in another way.
Sugestão de melhoria
Estamos criando um relatório utilizando os eventos do aplicativo Captura do Conhecimento para identificar as indicações de artigo.
Porém, encontramos uma ocorrência:
O evento utilizado soma ações de indicações quando se utiliza a opção "Vincular artigo" do aplicativo Captura do Conhecimento e, também, quando o analista copia e cola a url de um artigo da Central de Ajuda do Zendesk.
Nosso problema é que muitos analistas possuem macros que contêm url de um artigo da Central de Ajuda do Zendesk para finalizar o atendimento com orientações, mas não para resolver por meio de artigo da Central de Ajuda. Assim, os números serão impactados com indicações que não deveriam ser computadas.
Por isso, sugerimos que seja distinguido os eventos do aplicativo Captura do Conhecimento quando usada a opção "Vincular artigo" e quando inserida a url de um artigo de outra forma.
Thanks for sharing Rafael!
I also encourage you to cross-post this in our Guide Product Feedback forum to help provide visibility to other users as well as our Product Managers :)
Thanks again!
@Rafael, just FYI I created a product suggestion for this a while ago that you can up vote/comment on :)
@Lila
I created a post, but I will delete and detail our report in your post.
Thank you!
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