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.
This article contains the following topics:
Opening the Guide dashboard
Use this procedure to open the Talk dashboard.
To access the Guide dashboard
- In Zendesk Support, open the product tray.
- Click the Explore icon (
) . - 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.
Understanding the reports
The dashboard contains the following tabs. Click a section to find out more information:
Answer Bot tab
The Answer Bot tab shows information about Answer Bot activities, ticket resolutions, and activity by articles.
All reports in this dashboard use the Zendesk Guide > Answer Bot dataset.
To learn about the available reports, see Analyzing your Answer Bot activity.
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.
All reports in this dashboard use the Zendesk Guide > Knowledge Capture dataset.
To learn about the available reports, see Analyzing your Knowledge Capture activity (Guide Professional and Enterprise)
13 Comments
A great read Rob, thanks for taking the time to break these metrics down.
Do you know where I can find information about how Knowledge Content Activity is recorded?
For example, if an agent comments on a ticket, but later on another agent provides a link to an KB article, does that count as an engagement for the first agent with or without a link?
Thanks for the input!
Hi Thomas, I'm glad you liked the article! I've passed your questions onto the engineering team who should be able to give the answers you need. I'll be sure to update the docs with any relevant feedback!
Hi Thomas!
We do currently have datasets for both Answerbot and the Knowledge Capture app but we do not have a dataset for Guide events (the actual Help Center/Community link data is not recorded for example). This is something on our development teams radar for the future though!
Thanks for the replies Rob & Ben,
Looking forward to seeing these come to fruition!
We would love to see more reporting possibilities in Explore on Guide Events (not necessarily related to the Knowledge Capture App).
Explore is great! However we work a lot with knowledge and community and currently we still need to work in GoodData to get statistics on publishing etc.
So we are really looking forward to having Guide events available on Explore!
Hi @Nicky Lilja - curious how you are using GoodData? I would love more data/analytics. I've added Google Analytics - but always looking for more insight, lol.
Hi Elizabeth
Yes, for Guide analytics we use both google analytics and GoodData, as well as Zendesk own insights.
In GoodData you have something called Team Publishing dashboard which is good, and you can to some extent make your own reports as well.
You have:
-Top Agent Creators (by name and # articles)
- Top Agent Editors(name and # edits)
and more :)
To answer your question How, we use Team publishing dashboad, made some reports of our own, and then we have combined it with Geckoboard to visualize it more.
In waiting for Explore, I think GoodData is a good tool for Guide.
Today for us Zendesk Support is easier to take data from and analyse because there are much more data available. It is pain when it comes to Guide, a lot of manual work, and abstracting data from many sources.
Thus, looking forward to Explore :)
In response to Ben Saffron's comment from 8 months ago, where are datasets for Guide events? Are they still "on the radar"? We were looking for data on things like:
What are agents searching for?
What articles are being assigned to those searches?
What keywords aren't turning up articles that are relevant?
It doesn't seem like that data is currently available in Explore. Correct?
Hey Sara,
Guide datasets are still on the roadmap but have not been implemented yet. I don't have an ETA of when this will be released, however, I would recommend following our Announcements page since new Explore datasets are posted there.
Cheers!
Thanks, Brett!
If I go back to a date in Explore before we started using KC App, we still get numbers under Knowledge Capture activity by article: The articles that were linked to, or flagged by Knowledge Capture.
How is this possible? Are links manually pasted in tickets and chats being counted?
Hey Dennis,
I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this for you.
You'll receive an email shortly stating your ticket has been created. Feel free to reply back to that ticket with any additional information you can provide.
Cheers!
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