Analyzing your Knowledge Capture activity

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26 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?

    1
  • 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? 

    4
  • Tara Dixon

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

    6
  • Catherine Paulson

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

    4
  • 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.

    6
  • 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...

    1
  • Brett Bowser
    Zendesk Community Team

    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 

    3
  • Brett Bowser
    Zendesk Community Team

    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 :)

    1
  • 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 Bowser
    Zendesk Community Team

    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
  • Bart

    Hello All, 

    Does anyone know a way to create a trigger where you can add in KC capture to the ticket, set it to pending so that if a end user clicks that they are happy with the article and get their answer they automatically solve their own ticket. Is each ticket unique to the token created - or can you use a generic token for all? Upon testing it appears that you cannot, and once a ticket is solved based on the KC event that token no longer brings up the option to solve your own ticket. If this can be done - would it be via the API and if so can anyone point me in the right direction. 

    Thanks

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hi Bart​,

    Devan​ here from the Zendesk Community Team!

    We noticed your question is related to an upcoming AMA discussion our team is hosting in the Zendesk Community Forum. This AMA consists of a special guest team of experts that are available to answer your questions about Triggers and/or email workflows. We think other users would also benefit from seeing your question and the proposed solution. If you've got something you want our experts to look at, post here to receive a response by the end of the AMA.

    Cheers!

    1
  • Bart

    Thanks Devan - Community Manager - have posted it. Hopefully something like that is possible - or is in the works. 

    Bart

    0
  • Allison S.

    +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)

     

    0
  • 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.

    0
  • 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

    0
  • Daniel

    Hi Ben Wanless,

    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.

    1
  • Daniel

    Hi Kuldeep Patidar,

    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!

    0
  • Kuldeep Patidar

    Hi Daniel - that worked thank you so much!

    0
  • 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 :(

    1

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