Metrics and attributes for Zendesk Guide

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Note: To use these metrics and attributes in custom reporting, you need a Zendesk Explore Professional or Enterprise plan. Accounts on the Explore Lite plan have access to a subset of these metrics and attributes through prebuilt dashboards only.

Use this article to discover the metrics and attributes you can use to build Explore reports based on your usage of Zendesk Guide. These datasets are also used for the Guide prebuilt dashboards (see Overview of the Zendesk Guide dashboard).

For more information about how to create reports with Explore, see Creating reports.

This article contains the following topics:

• Knowledge Capture dataset
• Team Publishing dataset (Enterprise only)
• Knowledge base dataset
• Search dataset
• Community dataset

Knowledge Capture dataset

The Knowledge Capture dataset contains metrics and attributes that relate to Knowledge in the context panel in Agent Workspace and the Guide Knowledge Capture app. This section lists all the available elements for the Knowledge Capture dataset. Use this dataset to help you understand the efficiency of selecting articles to deflect support tickets.

This section contains the following topics:

• Knowledge Capture dataset schema
• Knowledge Capture metrics
• Knowledge Capture attributes

Knowledge Capture dataset schema

Use this diagram to help you understand the elements of the Knowledge Capture dataset and their relationships.

Knowledge Capture metrics

This section lists and defines all metrics available in the Knowledge Capture dataset.

Table 1. Knowledge Capture metrics

Metric	Definition	Explore formula
Knowledge Capture events	Knowledge base article updates made using Knowledge or the Knowledge Capture app.	[Knowledge Capture event ID]
Linked articles	Count of the number of articles linked using Knowledge or the Knowledge Capture app in a ticket.	IF ([Knowledge Capture type]="Linked") THEN [Knowledge Capture event ID] ENDIF
Flagged articles	Counts the number of articles flagged for update using Knowledge or the Knowledge Capture app in an existing ticket.	IF ([Knowledge Capture type]="Flagged") THEN [Knowledge Capture event ID] ENDIF
Created articles	Counts the number of articles created using Knowledge or the Knowledge Capture app in a ticket.	IF ([Knowledge Capture type]="Created") THEN [Knowledge Capture event ID] ENDIF
Resolution articles	Count of articles linked through Knowledge or the Knowledge Capture app that were marked as helpful by end users and resolved their request.	IF ([Knowledge Capture type]="Solved") THEN [Knowledge Capture event ID] ENDIF
% Resolution rate	The percentage of resolution articles against articles offered to end users via Knowledge or the Knowledge Capture app.	COUNT(Resolution articles)/COUNT(Linked articles)
Knowledge Capture tickets	Tickets where any update using Knowledge or the Knowledge Capture app took place.	[Knowledge Capture ticket ID]
Linked article tickets	Counts tickets where a knowledge base article was linked using Knowledge or the Knowledge Capture app.	IF ([Knowledge Capture type]="Linked") THEN [Knowledge Capture ticket ID] ENDIF
Flagged article tickets	Counts tickets where a knowledge base article was flagged for update using Knowledge or the Knowledge Capture app.	IF ([Knowledge Capture type]="Flagged") THEN [Knowledge Capture ticket ID] ENDIF
Created article tickets	Counts the number of tickets where an article was created using Knowledge or the Knowledge Capture app.	IF ([Knowledge Capture type]="Created") THEN [Knowledge Capture ticket ID] ENDIF
Resolution article tickets	Count of tickets that were resolved by end users through articles linked via Knowledge or the Knowledge Capture app.	IF ([Knowledge Capture type]="Solved") THEN [Knowledge Capture ticket ID] ENDIF
% Agent engagement rate	The percentage of total tickets on which Knowledge or the Knowledge Capture app was used.	D_COUNT(Knowledge Capture tickets)/DCOUNT_VALUES([Ticket ID])
% Article linking rate	The percentage of tickets where an article was linked using Knowledge or the Knowledge Capture app.	D_COUNT(Linked article tickets)/DCOUNT_VALUES([Ticket ID])
% Ticket resolution rate	The percentage of tickets that were resolved by end users against tickets on which articles were linked via Knowledge or the Knowledge Capture app.	D_COUNT(Resolution article tickets)/D_COUNT(Linked article tickets)
Linked articles - Ticket average	The average number of articles linked using Knowledge or the Knowledge Capture app to all tickets where a Knowledge or Knowledge Capture event took place.	D_COUNT(Linked article tickets)/DCOUNT_VALUES([Ticket ID])
Agent replies	The number of public replies added to a ticket by an agent.	VALUE(Agent replies)
Assignee stations	The number of agents a ticket has been assigned to.	VALUE(Assignee stations)
Group stations	The number of groups a ticket has been assigned to.	VALUE(Group stations)
Reopens	The number of times a ticket was reopened.	VALUE(Reopens)

Knowledge Capture attributes

This section lists and defines all attributes available in the Knowledge Capture dataset.

Table 2. Knowledge Capture attributes

Attribute	Definition
Knowledge Capture type	The type of event performed by Knowledge or the Knowledge Capture app. Possible values are Created, Flagged, and Linked.
Knowledge Capture ticket ID	The ID of the ticket that was updated using Knowledge or the Knowledge Capture app.
Knowledge Capture event ID	The ID of the knowledge base article that was updated using Knowledge or the Knowledge Capture app.
Knowledge Capture brand	The brand of the knowledge base where Knowledge or the Knowledge Capture app was used.
Knowledge Capture language	The language of the knowledge base where Knowledge or the Knowledge Capture app was used.
Knowledge Capture locale	The locale of the knowledge base where Knowledge or the Knowledge Capture app was used.
Ticket ID	The ID number of the ticket.
Ticket status	The current status of the ticket.
Ticket group	The name of the group where the ticket was assigned.
Ticket assignee	The name of the user to who the ticket is assigned.
Ticket brand	The brand of the ticket.
Ticket channel	The channel a ticket was created from. For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore.
Ticket form	Ticket form used on the ticket.
Ticket organization	The name of the organization associated with the ticket.
Ticket priority	The ticket's priority.
Ticket problem ID	The ID of the associated problem ticket.
Ticket requester	The name of the user that requested the ticket.
Ticket satisfaction rating	The satisfaction rating given to the ticket.
Ticket subject	The subject of ticket.
Ticket tags	The tags associated with a ticket. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket type	The ticket type: Question, Incident, Problem, or Task.
Sharing agreement inbound	Affiliated instances of Zendesk Support and companies who share tickets with the current instance of Zendesk Support.
Sharing agreement outbound	Affiliated Zendesk accounts and companies tickets are shared with.
Article ID	The ID of the knowledge base article.
Article ID and locale	The ID and locale of the knowledge base article.
Article translation title	The title of the knowledge base article
Article translation URL	The URL of the knowledge base article.
Article author	The name of the user who originally created a knowledge base article.
User name	The name of the user associated with the article.
User role	The role of the user associated with the article.
User ID	The ID of the user associated with the article.
User email	The email address of the user associated with the article.
User locale	The locale of the user associated with the article.
User status	The Zendesk status of the user associated with the article.
User tags	A list of tags associated with the user for the article. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
User time zone	The time zone of the user associated with the article.
Intent (Requires intelligent triage)	A prediction of what the ticket is about. To see the possible values, open the Taxonomy tab of the Intent settings page to see the AI Intents list under the Taxonomy values heading.
Intent confidence (Requires intelligent triage)	The likelihood that the intent prediction is correct. Possible values are High, Medium, and Low.
Language (Requires intelligent triage)	A prediction of what language the ticket is written in. To see the possible values, open the Taxonomy tab of the settings page.
Language confidence (Requires intelligent triage)	The likelihood that the language prediction is correct. Possible values are High, Medium, and Low.
Sentiment (Requires intelligent triage)	A prediction of how the customer feels about their request. Possible values are Very Positive, Positive, Neutral, Negative, and Very Negative.
Sentiment confidence (Requires intelligent triage)	The likelihood that the sentiment prediction is correct. Possible values are High, Medium, and Low.
Time – Knowledge capture event	Includes several attributes that return the time and date when an update using Knowledge or the Knowledge Capture app was registered.
Time – Ticket created	Includes several attributes that return the time and date when tickets were created.
Time – Ticket solved	Includes several attributes that return the time and date when tickets were solved.
Time – Ticket last updated	Includes several attributes that return the time and date when tickets were last updated.
Time – Article created	Includes several attributes that return the time when an article was created.
Time – Article last updated	Includes several attributes that return the time when an article was last updated.
Ticket Status – Unsorted	The status of the ticket.
Ticket Priority – Unsorted	The ticket’s priority.
Ticket Type - Unsorted	The ticket type.

Team Publishing dataset (Enterprise only)

The Team Publishing dataset contains metrics and attributes that relate to Guide Team Publishing. This section list all the available elements for the Team Publishing dataset. Use this dataset to help you understand the efficiency of your knowledge management workflows.

This section contains the following topics:

• Team Publishing metrics
• Team Publishing attributes

Team Publishing metrics

This section lists and defines all metrics available in the Team Publishing dataset.

Table 3. Team Publishing metrics

Metric	Definition	Explore formula
Articles created	The number of articles that have been created.	IF [Publishing event type - Unsorted]="Article created" THEN [Event ID] ENDIF
Articles published	The number of articles that have been published.	IF [Publishing event type - Unsorted]="Translation published" THEN [Event article ID] ENDIF
Articles verified	The number of articles that have been verified to ensure they are up to date.	IF [Publishing event type - Unsorted]="Article verified" THEN [Event article ID] ENDIF
Articles unverified	The number of articles that have come up for verification.	IF [Publishing event type - Unsorted]="Article unverified" THEN [Event article ID] ENDIF
Articles archived	The number of articles that have been archived.	IF [Publishing event type - Unsorted]="Article archived" THEN [Event article ID] ENDIF
Articles deleted	The number of articles that have been deleted.	IF [Publishing event type - Unsorted]="Article deleted" THEN [Event article ID] ENDIF
Articles restored	The number of articles that have been restored from archive.	IF [Publishing event type - Unsorted]="Article restored" THEN [Event article ID] ENDIF
Articles edited	The number of articles that have been edited.	IF [Publishing event type - Unsorted]="Article edited" THEN [Event article ID] ENDIF
Translations created	The number of article translations that have been created. An article can contain multiple translations, for example, English, French, or Japanese.	IF [Publishing event type - Unsorted]="Translation created" THEN [Event ID] ENDIF
Translations published	The number of article translations that have been published.	IF [Publishing event type - Unsorted]="Translation published" THEN [Event article ID] ENDIF
Translations unpublished	The number of article translations that have been unpublished.	IF [Publishing event type - Unsorted]="Translation unpublished" THEN [Event article ID] ENDIF
Translations edited	The number of article translations that have been edited.	IF [Publishing event type - Unsorted]="Translation edited" THEN [Event article translation ID] ENDIF
Translations assigned	The number of times that article translations have been assigned to somebody.	IF [Publishing event type - Unsorted]="Translation assigned" THEN [Event article translation ID] ENDIF
Translations submitted for review	The number of article translations submitted for review.	IF [Publishing event type - Unsorted]="Translation submitted for review" THEN [Event article translation ID] ENDIF
Translations approved for publishing	The number of article translations approved for publishing.	IF [Publishing event type - Unsorted]="Translation approved for publishing" THEN [Event article translation ID] ENDIF
Translations deleted	The number of article translations that have been deleted.	IF [Publishing event type - Unsorted]="Translation deleted" THEN [Event ID] ENDIF
Events	The total number of all publishing events like article creation, archiving, restoration, and deletion.	[Publishing event type - Unsorted]
Translation updates	The number of edits that have been made to article translations.	IF [Publishing event type - Unsorted]="Translation edited" THEN [Event ID] ENDIF
Translation assignments	The number of times that article translations have been assigned to somebody.	IF [Publishing event type - Unsorted]="Translation assigned" THEN [Event ID] ENDIF
Translation review submissions	The number of article translations submitted for review.	IF [Publishing event type - Unsorted]="Translation submitted for review" THEN [Event ID] ENDIF
Translation publishing approvals	The number of article translations approved for publishing.	IF [Publishing event type - Unsorted]="Translation approved for publishing" THEN [Event ID] ENDIF
Translation publishing events	The total number of all publishing events like article creation, archiving, restoration, and deletion.	IF [Publishing event type - Unsorted]="Translation published" THEN [Event ID] ENDIF
Translation unpublishing events	The number of article translations that have been unpublished.	IF [Publishing event type - Unsorted]="Translation unpublished" THEN [Event ID] ENDIF
Article verifications	The number of articles that have been verified to ensure they are up to date.	IF [Publishing event type - Unsorted]="Article verified" THEN [Event ID] ENDIF
Article archiving events	The number of articles that have been archived.	IF [Publishing event type - Unsorted]="Archived" THEN [Event ID] ENDIF
Article deletions	The number of articles that have been deleted.	IF [Publishing event type - Unsorted]="Article deleted" THEN [Event ID] ENDIF
Article restorations	The number of articles that have been restored from archive.	IF [Publishing event type - Unsorted]="Article restored" THEN [Event ID] ENDIF

Team Publishing attributes

This section lists and defines all attributes available in the Team Publishing dataset.

Note: When an agent schedules an article for publication, the publish event in Explore is attributed to a system user, not the agent who scheduled the event. The agent details (such as name and ID) appear as null values because that's how system users are represented in Explore.

Table 4. Team Publishing attributes

Attribute	Definition
Event article ID	The ID of the article that recorded a Team Publishing event.
Event article brand	The brand of the article that recorded a Team Publishing event.
Event article language	The language of the article that recorded a Team Publishing event.
Event article locale	The locale of the article that recorded a Team Publishing event, for example, French.
Event article translation ID	The ID of the article that recorded a Team publishing event with the locale appended, for example, 12345678_fr.
Article translation title	The title of the article that recorded a Team Publishing event. This attribute also returns translated versions of the title.
Article translation URL	The URL of the article that recorded a Team Publishing event. This attribute also returns URLs for any translated versions of the article.
Event ID	A unique ID number for each Team Publishing event.
Event type	The type of Team Publishing event, for example, Article archived or Translation published.
Agent name	The name of the agent who performed the Team Publishing event.
Agent role	The role of the agent who performed the Team Publishing event, for example, Agent,
Agent ID	The ID of the agent who performed the Team Publishing event.
Agent email	The email address of the agent who performed the Team Publishing event.
Agent locale	The locale of the agent who performed the Team Publishing event.
Agent status	The status of the agent who performed the Team Publishing event, for example, Active.
Agent tags	Displays tags associated with the agent who performed the Team Publishing event. For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Agent time zone	The time zone of the agent who performed the Team Publishing event.
Article event update time	A collection of attributes that return when a Team Publishing event occurred in different time and date formats.

Knowledge base dataset

This section contains the following topics:

• Knowledge Base metrics
• Knowledge Base attributes

Knowledge Base metrics

This section lists and defines all metrics available in the Guide Knowledge Base dataset.

Table 5. Knowledge Base metrics

Metric	Definition	Explore formula
Published articles	The total number of articles in your knowledge base excluding any translated articles.	DCOUNT_VALUES([Article ID])
Published translations	The total number of articles in your knowledge base including translated articles.	[Article ID]+[Article locale]
Articles viewed	The number of articles that have been viewed at least once. Each article is counted only once, even if it is viewed multiple times.	IF(VALUE(Article views)>0) THEN [Engagement ID]+[Engagement locale] ENDIF
Article views	The number of views for each of your articles. All article views are recorded, no matter how many times a user has viewed the article in the selected period of time. The default aggregator for this metric is average views (AVG) aggregated each hour, but you can change it to SUM, MIN, or MAX. Note: Ad blockers might prevent Explore from recording article views.	AVG(Article views)
Article comments	The number of comments on articles. Data is available from February 25, 2023 onwards.	[Article comments]
Article subscriptions	The number of subscriptions to articles. Data is available from February 25, 2023 onwards.	[Article subscriptions]
Article upvotes	The number of upvotes on articles. Data is available from February 25, 2023 onwards.	[Article upvotes]
Article downvotes	The number of downvotes on articles. Data is available from February 25, 2023 onwards.	[Article downvotes]
Article votes	The total number of votes on articles (upvotes plus downvotes). Data is available from February 25, 2023 onwards.	[Article upvotes]+[Article downvotes]
Net article votes	The net number of votes on articles (upvotes minus downvotes). Data is available from February 25, 2023 onwards.	[Article upvotes]-[Article downvotes]
Net article votes - all time	The current state of the votes on an article. This metric is an all-time total that is not affected by time-based filters. For a metric that is affected by time-based filters, use Net article votes instead.

Knowledge Base attributes

This section lists and defines all attributes available in the Guide Knowledge Base dataset.

Table 6. Knowledge Base attributes

Attribute	Definition
Engagement ID	A unique ID number for the article engagement (view, comment, subscription, or vote). This is the same as the article ID.
Engagement brand	The Zendesk brand from which the engagement came. Brands in Guide are a customer-facing identity, represented by one or more help centers, Web Widgets, or Talk, X (formerly Twitter), or Facebook accounts.
Engagement channel	The Zendesk channel from where the article visitor came, for example, help center, Mobile SDK, or Web Widget.
Engagement language	The Zendesk language of the article visitor.
Engagement locale	The Zendesk locale setting of the article visitor.
Engagement user role	The user role and sign-in status of the article visitor, for example End-user (signed in), Staff member (signed in), or Anonymous.
Views user role - ungrouped	Internal system user role data. Typically you'll use the Engagement user role attribute instead.
Article ID	Each Guide article has a unique ID which you can see in the article URL. This attribute returns each ID. The article ID is the same for each translated version of an article.
Author name	The name of the article author.
Article brand	Brands in Guide are a customer-facing identity, represented by one or more help centers, Web Widget, Talk, X (formerly Twitter), and Facebook.
Article translation language	The language of each article.
Article locale	The locale of each article, for example, en-us.
Article section ID	The ID of the section containing the article in Guide. Sections without any articles are not included (for example, sections that consist of subsections only). Event data (such as views or comments) is returned for an article's current section only.
Article section title	The section name in Guide for each article. Sections without any articles are not included (for example, sections that consist of subsections only). Event data (such as views or comments) is returned for an article's current section only.
Article title	The title of each article.
Article category title	The name of the category containing the article. Data is available only for articles published (or republished) after February 25, 2023.
Article URL	The URL of each article.
Time - Article engagement recorded	Includes several attributes that return the time when each article was engaged with.
Time - Article created	Includes several attributes that return the time when each article was created.

Search dataset

The Search dataset contains metrics and attributes that relate to the searches that users performed and the terms they searched for in your knowledge base. This section lists all the available elements for the dataset.

Note: The data in this dataset is retained for a maximum of 390 days in the past.

This section contains the following topics:

• Search dataset schema
• Search metrics
• Search attributes

Search dataset schema

Use this diagram to help you understand the elements of the Search dataset and their relationships.

Search metrics

This section lists and defines all of the Search metrics available.

Table 7. Search metrics

Metric	Definition	Calculation
Searches	The total number of searches performed.	IF ([Event type] = "Search") THEN [Search query] ELSE NULL ENDIF
Clicks	The number of searches where the user selected a result.	IF ([Event type] = "Click") THEN [Search query] ELSE NULL ENDIF
Tickets created	The total number of tickets created in the help center.	IF ([Event type] = "Ticket") THEN [Search query] ELSE NULL ENDIF
Avg click-through rate	The number of clicks relative to the number of searches.	COUNT(Clicks)/COUNT(Searches)
Searches with no results	The number of searches that returned zero results.	IF ([Event type] = "Search" AND VALUE(Search results count) = 0) THEN [Search query] ENDIF
Percentage of searches with no result	The number of searches that returned zero results divided by the number of searches performed.	COUNT(Searches with no results)/COUNT(Searches)
Searches with no clicks	The number of searches where the user didn’t select a result.	IF MAX(Clicks by query)=0 THEN COUNT(Searches) ELSE 0 ENDIF
Clicks by query	The number of clicks per search query.	ATTRIBUTE_ADD(COUNT(Clicks), [Search query])
Search results count	The number of results that were returned for the search query.	IF [Event type] = "Search" THEN VALUE(All event results count) ELSE 0 ENDIF
All event results count	The number of times an event (click, search, or ticket creation) occurred.	SUM(All event results count)
Avg number of results	The average number of results that were returned for the search query.	[Search results count]/COUNT(Searches)
Tickets created / Search ratio	The number of tickets divided by the number of searches.	COUNT(Tickets created)/COUNT(Searches)

Search attributes

This section lists and defines all the Search attributes available.

Table 8. Search attributes

Attribute	Definition
Article ID	The ID of the knowledge base article.
Article title	The title of the article.
Article locale	The locale of the article (for example, en-us).
Event type	The type of search event. Valid values are Search event, Click event or Ticket submitted event.
Search query	The query string that was searched for by a user.
Search channel	The channel where the search was performed.
Search click type	If the event is a click event, the search result clicked could be either Article or Community Post.
Search locale	The locale of the search.
Search brand ID	The brand ID of the help center that the search was performed on.
Search brand name	The brand name of the help center that the search was performed on.
Search user role	The role of the user that performed the search event. The values are: Anonymous, End user (signed in), Staff member (signed in).
Search user role - ungrouped	Internal system user role data. Typically you'll use the Search user role attribute instead of this.
Search language	The language of the search query.
Search outcome	The outcome of a search. The values are true if the search generated no results, false if it has at least one result.
Search timestamp	Includes several attributes that return the time and date when a search occurred.

Community dataset

The Community dataset contains metrics and attributes that relate to your Zendesk community activity. This section lists all the available elements for the dataset.

Note: Data in this dataset is available from February 9, 2022 onwards.

This section contains the following topics:

• Community metrics
• Community attributes

Community metrics

This section lists and defines all of the available Community metrics.

Table 9. Community metrics

Metric	Definition	Calculation
Community events	The total actions taken on a community forum, including created posts, viewed posts, added votes, created comments, added subscriptions, and submitted tickets.	[guide_community_engagement_community_post_id]
Existing community posts	The number of existing posts in the community.	[guide_community_posts_community_post_id]
Posts created	The total number of posts created in the selected time period.	IF ([guide_community_engagement_event_type] = "Post created") THEN [guide_community_engagement_community_post_id] ENDIF
Post views	The total number of post views on the community forum.	IF ([guide_community_engagement_event_type] = "Post viewed") THEN [guide_community_engagement_community_post_id] ENDIF
Post votes	The total number of votes—either up or down—on a community post.	IF ([guide_community_engagement_event_type] = "Vote added") THEN [guide_community_engagement_community_post_id] ENDIF
Post upvotes	The total number of upvotes on a post.	IF ([guide_community_engagement_event_type] = "Vote added" AND [guide_community_engagement_vote_direction] = "Up") THEN [guide_community_engagement_community_post_id] ENDIF
Post downvotes	The total number of downvotes on a post.	IF ([guide_community_engagement_event_type] = "Vote added" AND [guide_community_engagement_vote_direction] = "Down") THEN [guide_community_engagement_community_post_id] ENDIF
Comments	The total number of comments made on the community forum.	IF ([guide_community_engagement_event_type] = "Comment created") THEN [guide_community_engagement_community_post_id] ENDIF
Post subscriptions	The total number of subscriptions to posts on the community forum.	IF ([guide_community_engagement_event_type] = "Subscription added") THEN [guide_community_engagement_community_post_id] ENDIF
Post creation timestamps	The exact time when a community post was created.	IF ([guide_community_engagement_event_type] = "Post created") THEN DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date]) ENDIF
Post creation timestamp by community post	The exact time when each community post was created.	ATTRIBUTE_FIX(MIN(guide_community_post_creation_timestamps), [guide_community_engagement_community_post_id])
Staff response timestamps	The exact time when a staff member commented on a community post.	IF ([guide_community_engagement_event_type] = "Comment created" AND [guide_community_engagement_grouped_user_role] = "Staff member (signed in)") THEN DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date]) ENDIF
Staff response timestamp by community post	The exact time when a staff member commented on each community post.	ATTRIBUTE_FIX(MIN(guide_community_staff_response_timestamps), [guide_community_engagement_community_post_id])
Response timestamps	The exact time when a community member responded to a post.	IF ([guide_community_engagement_event_type] = "Comment created") THEN DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date]) ENDIF
First response timestamp by community post	The exact time when a community member responded to each post.	ATTRIBUTE_FIX(MIN(guide_community_response_timestamps), [guide_community_engagement_community_post_id])
Time to staff response (hours)	The time in hours between when a post was created and when the first staff member responded.	(MIN(guide_community_staff_response_timestamp) - MIN(guide_community_post_creation_timestamp)) / 3600
Time to first response (hours)	The time in hours between when a post was created and when the first comment was made.	(MIN(guide_community_response_timestamp) - MIN(guide_community_post_creation_timestamp)) / 3600
Number of posts without any comments	The total number of community posts that don't have a response from any user.	IF ([Community engagement event type] = "Post created") THEN 1 ELIF ([First reply time] != NULL AND VALUE(Post creation timestamp by community post) != NULL) THEN -1 ELSE 0 ENDIF
Number of posts without staff comments	The total number of community posts that don’t have a staff member response.	IF ([guide_community_engagement_event_type] = "Post created") THEN 1 ELIF ([guide_community_engagement_first_staff_response] != NULL AND VALUE(guide_community_post_creation_timestamp) != NULL) THEN -1 ELSE 0 ENDIF
Number of days without comments	The total number of days since the last comment was made on the community forum.	IF ([guide_community_engagement_response_time_bracket] = "No comments") THEN DATE_DIFF(DATE_LAST_FIX([timeDimension##guide_community_engagement_timestamp##date]), [timeDimension##guide_community_posts_created_at##date], "nb_of_days") ENDIF
Submitted tickets	The total number of tickets created in the help center.	IF ([guide_community_engagement_event_type] = "Ticket submitted") THEN [guide_community_engagement_event_type] ENDIF

Community attributes

This section lists and defines all of the available Community attributes.

Table 10. Community attributes

Attribute	Definition
Community user email	The email address of the community member.
Community user ID	The unique ID of the community member.
Community user name	The name of the community member.
Community user created at	Includes several attributes that return the time and date when a community user was created.
Author ID	The unique ID of the community member who created a post.
Author name	The name of the community member who created a post.
Community post ID of existing posts	The unique ID of a community post.
Community post title	The title of a community post.
Community topic ID	The unique ID of the topic that a post or comment is part of.
Community topic title	The title of the topic that a post or comment is part of.
Brand ID	The unique ID of the brand associated with the community forum.
Brand name	The name of the brand associated with the community forum.
Channel	The channel from which a user viewed a post. Possible values are HC (help center), Agent workspace, and API. For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore.
Community post ID	The unique ID of a community post.
Community engagement event type	The type of action taken on a community forum. Possible values are Post created, Post viewed, Vote added, Comment created, Subscription added, and Ticket submitted.
User role	The role of the community member. Possible values are End user, Anonymous, Agent, Admin, and Viewer.
Vote direction	Whether a vote was an upvote or a downvote.
First reply time	The time between when a post was created and the first comment made by any community member.
First staff reply time	The time between when a post was created and the first comment made by an agent.
First staff reply time bracket	The time between when a post was created and the first comment made by an agent. Values are returned as <8 hours, 8-24 hours, 1-7 days, 8-14 days, and >14 days.
First reply time bracket	The time between when a post was created and the first comment made by any community member. Values are returned as <8 hours, 8-24 hours, 1-7 days, 8-14 days, and >14 days.
Community engagement user ID	The unique ID of the community member.
Grouped user role	The role of the community member. Possible values are End user, Staff member, and Anonymous.
Community engagement timestamp	Includes several attributes that return the time and date when a community engagement event (such as a vote) occurred.
Community post created at	Includes several attributes that return the time and date when a community post was created.