Analyzing your Knowledge Capture activity (Guide Professional and Enterprise)

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16 Comments

  • Arnold Sanchez

    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).

    3
  • Yu Ng

    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?

    0
  • Kris Scuteri

    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?

    0
  • Tara Dixon

    How do I track article views in KCA? They don't seem to be tracked in GA? 

    1
  • Tara Dixon

    How do I track article views in KCA? They don't seem to be tracked in GA? 

    3
  • Catherine Paulson

    ^ I was also wondering if there is a way to track article views?

    2
  • Suzie Baunsgard

    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.

    4
  • Lila Kingsley

    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...

    0
  • Brett - Community Manager

    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!

    0
  • Lila Kingsley

    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 

    2
  • Brett - Community Manager

    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 :)

    0
  • Marcus Stein

    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 .

    5
  • Rafael Franca Silverio

    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.

    0
  • Brett - Community Manager

    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!

    0
  • Lila Kingsley

    @Rafael, just FYI I created a product suggestion for this a while ago that you can up vote/comment on :)

     

    0
  • Rafael Franca Silverio

    @Lila

    I created a post, but I will delete and detail our report in your post.

    Thank you!

    0

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