Analyzing your Knowledge or Knowledge Capture app activity

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28 Comments

  • Allison Sargent

    +1 on being able to track the number of times an agent has VIEWED the article while in the KC app. As mentioned above, GA does not track this, and it makes it hard to truly identify the articles with low engagement (which we all use to determine if we should keep or delete internal content)

     

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  • Ben Wanless

    Hello,

    Is it possible to measure the Time to Resolution for Tickets where the Knowledge Capture link was used?

    I would like to compare this to the overall Time to Resolution for tickets where it wasn't used to see if this feature helps solve tickets faster.

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  • Kuldeep Patidar

    Hello everyone,

    I don't believe this question has been asked yet, but if it had and I overlooked it I apologize.

    I would like to create a custom query to see when external HelpCenter articles are edited.

    I’m trying to create on Zendesk Explore weekly alerts to review the US external Help Center article updated.

    I try different queries, but I’m only able to find when an article is created/ published or linked to Zendesk ticket.

    Can anyone please assist me to create alerts or weekly list of "Edited Articles", so we can be aware of when an article is updated?

    NOTE: Currently, I'm having "Guide Legacy' plan.

    Thanks,

    Kuldeep

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  • Dan Borrego
    Zendesk Customer Care

    Hi @...,

    Unfortunately, this is something that currently cannot be built in a single query.
    Knowledge capture uses the Guide: knowledge capture dataset, while for reporting on resolution time you should use the Support: Tickets dataset.

    Combine 2 different datasets in a single query is not something possible and the Knowledge base app doesn't add any tag to the ticket for making it possible to see these tickets in the Support dataset.

    You could create 2 Queries one for identifying the Knowledge Capture tickets and one for resolution and add them to a Dashboard but can't cross their information.

    I am sorry this is not the answer you were hoping for, but please provide your feedback to our Product team, so they can work on that in the future.

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  • Dan Borrego
    Zendesk Customer Care

    Hi @...,

    If I understood it correctly you would like to see every edit/update done in each article of your help centre.

    For doing it I would advise you to create a new query using the Guide: team publishing dataset.

    Something that can be a little confusing is what metrics and attributes you should select. For metric, I would advise you to use Article edited metric.

    Under rows, I selected 3 attributes: Event type, Agent name and Event Date.

    Heads up, Article edit will show under Translation edited (even if it is not a translation of your original article, but the original article itself) If you only want to see updates on it, you can filter Event Type to only show Translation edited.

    If you have any problem setting it up, please send us a ticket and we will look into it.

    Cheers!

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  • Kuldeep Patidar

    Hi Daniel - that worked thank you so much!

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  • Andrew S

    I made a feedback post about this, but since we use Guide as an internal knowledge base, it takes too many steps to add an article link internally, save, and get back to the ticket, so none of our agents are doing it and our reporting is useless :(

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  • Mark Warnock

    Hi - Is there a report that shows me:

    • User views for a specific Guide article AND
    • Of those views which users subsequently created a support ticket AND IF POSSIBLE
    • Of those that created the support ticket, what tickets they were (or any other macro level stat on that cohort of tickets created)

    This helps us understand the reduction effect that an article has through self-service. Additionally, where users are creating a ticket, how we can identify their actual query.

    Any help or advice is welcome...thanks :)

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  • Sabra
    Zendesk Customer Care

    Hey @...! While our Knowledge base dataset in Explore can provide insight into article views, tracking the subsequent actions taken from the articles is not yet something that is tracked in Explore. I encourage you to add your idea as a post to our Feedback on Explore community page. 

    I would also recommend checking out the options with Google Analytics. Here are our main articles about using Google Analytics, with Part 3 being the most relevant to your question. 

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  • Bill Decker

    For the Knowledge Capture report, is there a way to exclude articles linked to internal notes in tickets?

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  • Dane
    Zendesk Engineering
    Hi Bill,
     
    The Knowledge Capture dataset does not have any attribute that can filter out linked articles from public or private comments. This is definitely a good feature to have given your use case. 
     
    Cheers,
    Dane
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  • Mike Landsman

    This has been a frustrating experience as the Knowledge Capture Reporting not only picks up the activity of the Agent linking the article to the Ticket but ANY OTHER links in the Ticket including but not limited to links to your self-service site someone might have in their signature, or sending a User a password reset link to assist them, just to name a few. My Knowledge Capture data is skewed - potential by a factor of 3!

    I boasted to Senior Management about implementing this Tool. When they asked me how's it going, I can only respond... "I have no idea and no reports I can share with you". Not a good look for me and my Team.

     

    Anyone out there have any suggestions to overcome this??

    3
  • Dave Dyson
    Hi Michael,
     
    Thanks for this feedback, I realize this is frustrating. There's a product feedback thread on this subject, so it'd be helpful to upvote and add your use case here: Knowledge Capture Reporting Needs Improvement: Should Reflect Actual Knowledge Capture App Usage
     
    Thanks!
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  • Gwyn Mabo

    For Knowledge Capture activity by agent, it says it includes 'the percentage of their tickets that used Knowledge Capture' but I can't see this figure in the example above, or on my own dashboard?

    Can this be found another way or is something missing here? As agents do different numbers of tickets, the % is the figure I really need for my analysis.

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  • Dane
    Zendesk Engineering
    In Explore, you can find it on the Zendesk Guide Dashboard > Knowledge Capture Tab > Agent Engagement.
     

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  • Gwyn Mabo

    Hi Dane, that provides the overall figure, and a breakdown by number of tickets per agent. But I need the percentage for each individual person. When different people do a different number of tickets, percentage is the best measure.

    1
  • Dane
    Zendesk Engineering
    Hi Gwyn, 

    You can try to create your own report by using the Knowledge Capture dataset > Agent Engagement Metric > Ticket Assignee Attribute.
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  • Joel Sandi

    Is there a way to report on the individual components of "Agent Engagement?" Specifically we want to understand link rate -- how many tickets have at least one article linked (overall, by group, and by individual)? Can we get this directly in a report, or would it require us to output data and calculate manually?

    Also, curious on what the business value associated with number of articles linked per ticket is (particularly considering we cannot unlink articles attached mistakenly or otherwise deemed to be not conducive to resolution, which would bring that figure's reliability into question as it is). It's given quite prominent placement OOB, which feels like a very deliberate choice.

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  • Justin H
    Zendesk Customer Care

    Hey Joel Sandi

    To answer your first question, you should be able to report on ticket information with an Explore Report using the Guide: Knowledge Capture dataset. There is a set of attributes categorized as "ticket" that allow you to look closer at ticket data from the Knowledge Capture App. 

    As for your second question, the articles linked per ticket metric, as well as all the metrics under the "Knowledge Capture" Dashboard tab, are meant to gauge performance metrics of the Knowledge Capture application, primarily. From a business value perspective, the articles linked per ticket metric could show pain points for your staff in your Knowledge Base. I would assume that ideally, you would want this number to be as close to 1 as possible (1 article for each ticket). 

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  • Simon Blouner
    Community Moderator

    It is unclear to me, what is covered in the "Agent engagement ratio" metric.

    What is considered to be "Knowledge or Knowledge Capture app activity"?

    More specifically, we want to know if it includes Agents' Opening articles, not necessarily linking them.

    I feel the Agent engagement ratio only consists of Flagged, Created and Linked events.

    Can anyone here shed som light on this?

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  • Georgi

    I need the same as Gwyn Mabo's request - a percentage for each user name.
    Cannot find a way how to calculate it. Once I add a User name to any widget/table, it shows 100%.

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  • Dane
    Zendesk Engineering
    Hi Simon,

    For the engagement engagement, these are tickets where any update using Knowledge or the Knowledge Capture app took place. More information can be found in Knowledge Capture dataset.
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  • Simon Blouner
    Community Moderator

    Hey Dane

    Thanks for the reply.

    It is however still unclear to me "if where any update using Knowledge or the Knowledge Capture app took place", implying that the reading/opening of an article, inside Knowledge or Knowledge Capture, is counted as an event.

    Concrete scenario:

    1. Agent opens a ticket and acknowledges that they need to find some knowledge in the Knowledge tab.
    2. They do a search, find some Supplier info
    3. They don't Link, Create, Flag, or Edit the article - they only View it

    Is the Viewing of an Article through Knowledge or Knowledge Capture, counted as an event in the dataset or not?

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  • Dane
    Zendesk Engineering
    Hi Simon,

    It will be the events that has [Knowledge Capture ticket ID] formula.

    Mainly, Linked article tickets, Flagged article tickets, Created article tickets and Resolution article tickets. You can check the dataset article for each definition of those metrics.
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  • Michael Mader

    Hey all,

    I've noticed that % agent engagement is counting on all assigned tickets (resolved and unresolved), rather than only solved.  I'm curious as I haven't found a metric for solved tickets in the Knowledge Capture dataset, is there a way to report % agent engagement on only solved tickets?  

    [(created article tickets)+(linked article tickets)]/total solved tickets

    It makes sense to me that if the customer engagement is still unsolved, the agent will still have an opportunity to link or create a knowledge base solution and thus it shouldn't lower their engagement metric.  

     

    Thanks for the assist!

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  • Michael Mader

    ^^  Just noticed today, there is now a filter for ticket status!  Thank you Zendesk for adding that!!  This solves my problem!

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  • Bobby Koch
    Zendesk Luminary

    Hey there, curious to see if there are any updates here, it loos like you can now filter on Solved tickets. 

    We are noticed that Created Articles = Published, or so we believe in Explore. Can we figure out a way to look at all of the created content, even if they are still drafts, from the Knowledge app?

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  • Bill Decker

    https://support.zendesk.com/hc/en-us/articles/4408887529370/comments/4419122317082

    The Knowledge Capture dataset does not have any attribute that can filter out linked articles from public or private comments. This is definitely a good feature to have given your use case. 

    With the capture app going away, will internal articles linked via the knowledge context panel into internal ticket comments be picked up by the knowledge capture dataset in the canned Zendesk Guide report?

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