Explore recipe: Analyzing Knowledge or Knowledge Capture activity

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9 Comments

  • Rachel Mooney

    is it possible to report on KC engagement per agent (compared to their assigned solved tickets)? i was hoping to add it as another column to the default "Knowledge Capture: Knowledge Capture activity by agent" query.

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  • Madison Hoffman
    Zendesk Digital Resources Team

    Hey Rachel! Sorry for the delayed response. There's actually a default metric in the Knowledge Capture dataset called % Agent Engagement Rate that measures just this! It's also included on the default Knowledge Capture dashboard. You can use the Agent Name filter at the top of the dashboard to see the Engagement for individual agents. 

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  • Bobby Koch
    Zendesk Luminary

    Is there a way to report on link rate by user? We want to see how often each rep is linking articles to tickets, on a rep-by-rep basis. 

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  • Julio R.
    Zendesk Customer Care
    Hi Bobby,
     
    You can indeed report on rep-by-rep basis. You can use the attribute "user name" and maybe add a time attribute, for instance "Calendar - Week of the year".


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  • Bobby Koch
    Zendesk Luminary

    Julio-R i should have been more clear...

    we are looking for the article linking rate, which works until you try to add user or assignee as a column or row. Each time for us, it shows that each agent is linking 100% of the time, which simply cannot be true

    2
  • Julio R.
    Zendesk Customer Care
    Hi Bobby,
     
    I have created a ticket on your behalf and I will contact you shortly through it. There we can take take a deeper look into your question.
    1
  • Brandon Tahquette

    Julio-R is there an update on your last comment? I'm also interested in showing the linking rate per agent but I am seeing the same issue that Bobby has reported above.

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  • Bobby Koch
    Zendesk Luminary

    if an agent copies and pastes a link from the guide, would it still count as a linked article?

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  • Gab
    Zendesk Customer Care
    Hi Bobby, 
     
    Linked articles shows the number of articles linked using Knowledge or the Knowledge Capture app in a ticket. Any link in a ticket comment is recorded by Knowledge Capture, regardless of whether it was added manually or using the Knowledge Capture app. 
     
    For more information, see Inserting links to articles in tickets
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