Explore features a pre-built dashboard displaying your Zendesk Guide Answer Bot, Knowledge Capture, and Team Publishing data. You can edit and customize this dashboard by cloning it (see Cloning Explore 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, Answer Bot, Team Publishing, and knowledge base 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)
Team Publishing tab (Guide Enterprise only)
The Team Publishing tab shows information about your knowledge management workflows and team collaboration. This includes reporting on created, published, and archived articles and who was responsible for each.
All reports in this dashboard use the Zendesk Guide > Team Publishing dataset.
To learn about the available reports, see Analyzing Guide Team Publishing activity.
Knowledge Base tab
The Knowledge Base tab helps you understand how often your Help Center articles are being viewed, which articles are being voted up or down, and more. The dashboard can help you identify if customers are finding and viewing your articles, identify trends, and find out which articles receive the most votes.
All reports in this dashboard use the Zendesk Guide > Knowledge Base dashboard.
To learn about the available reports, see Analyzing your knowledge base activity.
19 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!
Would love to see progress on adding information from Guide to Explore. Any updates here?
We have a number of different brands and to be able to filter Agent Engagement and Linked articles per ticket by brand would be incredible useful as the Support teams for each brand are completely different and run by different people and part of their team objective is to link articles. Is this possible?
Hi! Where are the dashboards and datasets that actually give us Guide and Community Metrics? Since Explore's release, Explore's Guide Dashboard only shows Answerbot and Knowledge Capture metrics. We are still waiting on user metrics for the Help Center and now for Community usage. This urgency is compounded by the fact that Insights is being retired in February 2021. Would love to get a solid ETA for these necessary and basic metrics in Explore for Help Center and Community stats. Our old platform, HelpScout has this from day 1.
Thanks.
Hi Judd Higgins, thanks for the message. I can't give you a solid ETA for this release yet, but it is actively being worked on. Expect more information very soon.
In the meantime, even if you move completely to Explore, the Guide stats are still available in your Support report dashboard.
from:
https://support.zendesk.com/hc/en-us/articles/360002056488
"After you move to Explore, the Overview, Leaderboard, and Satisfaction tabs are removed. You can use Explore pre-built dashboards for those reports. The Knowledge Base and Search tabs (for Guide), and the Community tab (for Gather) are not powered by Insights and won't be removed."
I have the 'Explore Lite' but the only pre-built Dashboard I see is for Support, as Judd mentioned above, how do I get the pre-built one for Guide/Help Center?
Hi Adriana Toyber, this is still rolling out to all customers and you'll hopefully get it very soon. We are targeting a date of March 11th to complete the rollout. If you don't have it by then, please let us know and we'll investigate. Thanks!
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