Overview of the Zendesk Guide dashboard

Explore features a pre-built dashboard displaying your Zendesk Guide Answer Bot, and Knowledge Capture data. You can edit and customize this dashboard by cloning it (see Duplicating pre-built dashboards). In this article, you'll learn about the available reports for Guide.

To access the Guide dashboard

1. In Zendesk Support, open the product tray.
2. Click the Explore icon () .
3. In the list of dashboards, select the Zendesk Guide dashboard.
   Tip: Knowledge Capture and Answer Bot are the Guide components that Explore currently reports. If they are not configured then the Guide dashboard won't be displayed.

Note: The information in Explore queries and dashboards updates from the dataset on the following schedule:

• Explore Lite: Each day at midnight in the timezone of the account.
• Explore Professional: Once every hour. The update time is randomized within the hour.

This dashboard contains the following tabs. Click a section to find out more information:

• Answer Bot tab
• Knowledge Capture tab

Answer Bot tab

The Answer Bot tab shows information about Answer Bot activities, ticket resolutions, and activity by articles.

Answer Bot tab headline metrics

This tab displays the following headline metrics (KPIs):

• Resolution rate: The percentage of answers resolved through Answer Bot from the total answers offered.
• Resolutions: The number of resolutions provided by Answer Bot.
• Resolution time median: The median time from Answer Bot offering an answer, to the request being resolved by the end-user.
• Click-through rate: The percentage of Answer Bot answers clicked by an end-user.
• Click time median: The median time from Answer Bot offering an answer to the user clicking on that answer.

Answer Bot tab reports

This tab displays the following reports:

• Answers by status: The percentage of bot answers that have not been offered, have been offered, were clicked, or that led to the resolution of a ticket.

  

• Agent unassisted vs assisted Bot resolutions: The percentage of tickets that were resolved entirely by Answer Bot against those that needed some agent input.

  

• Bot answers and resolutions by date: Shows the number of clicked bot answers and resolutions over the chosen time period.

  

• Resolution and click-through rates by date: The percentage of Answer Bot answers clicked, the percentage of suggestions clicked, and the percentage of tickets resolved from an Answer Bot answer over a time period.

  

• Ticket resolution rate by month (12 month): The number of solved tickets, the percentage of tickets offered by Answer Bot that resulted in the ticket being resolved, and the percentage of tickets that were resolved by Answer Bot with no agent input for a given month.

  

• Answer Bot activity by article: A detailed report about Answer Bot activity for all of your Guide articles.

  

Knowledge Capture tab

The Knowledge Capture tab shows information about Knowledge Capture activities including articles that were linked to from a ticket, articles that were created using the app, and agent engagement with the app.

Knowledge Capture headline metrics

This tab displays the following headline metrics (KPIs):

• Agent engagement: The percentage of tickets with Knowledge Capture activity from the total number of tickets.
• Linked articles per ticket: The average number of articles linked to using the Knowledge Capture app for each ticket.
• Linked articles: The total number of articles that have been linked to using the Knowledge Capture app.
• Flagged articles: The number of articles flagged for update using the Knowledge Capture app.
• Created articles: Displays the number of articles created using the Knowledge Capture app.

Knowledge Capture tab reports

This tab displays the following reports:

• Knowledge Capture activity by date: Displays the articles that were linked to, flagged. and created using the Knowledge Capture app over the date range you chose.

  

• Linked articles by selected attribute (top 10): Shows the number of articles that were linked to using the Knowledge Capture app. You can filter this by the Knowledge Capture brand or language.

  

• Created and flagged articles by selected attribute (top 10): Shows the number of articles that were created and flagged using the Knowledge Capture app. You can filter this by the Knowledge Capture brand or language.

  

• Agent engagement rate by month (12 months): Shows the percentage of your agents that engaged with the Knowledge Capture app and the number of tickets created with it over the last 12 months.

  

• Knowledge Capture activity by agent: A list of agents showing how many articles they linked, flagged, or created through Knowledge Capture, and the percentage of their tickets that used Knowledge Capture.

  

• Knowledge Capture activity by article: The articles that were linked to, or flagged by Knowledge Capture.