Explore recipe: Analyzing Knowledge Capture activity

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10 Comments

  • Segio Daniel Hernández

    Hi.

     

    How I create a downloadable report that shows the views of all our articles?

    1
  • Brett Bowser
    Zendesk Community Team

    Hi Segio,

    In it's current state, Explore cannot report on Guide article views at this time. However, this is definitely something our Product Managers are looking into. Appreciate you sharing your interest for this feature!

    In the meantime, you'll want to enable Google Analytics for your Help Center as mentioned in the following article: Enabling Google Analytics for your Help Center

    This should help track the information you're looking for.

    Cheers!

    1
  • Lotte

    Hi,

    How can I create a query where I compare Knowledge Capture Events (f.e. Linked Articles) with the total amount of tickets that have been solved in a certain year. We would like to analyze the percentage of tickets that were solved by using the Knowledge Capture App to see how much our agents are utilizing the Knowledge base to solve tickets.  

    0
  • Andy Killingsworth

    Hi, Lotte!

    Thanks for the question. The answer depends a bit on how exactly you want this data to be expressed. For example, do you want to compare a total of tickets to a total of KC events, or do you just care about he percentage? 

    For the latter, you could use the % Agent engagement rate metric, which shows how frequently the KC app is used on your tickets. Then if you add a filter for Ticket Status = Solved, you'll see that data for only your solved tickets. That should give you a solid understanding of the KC usage frequency.

    For more on those and other Knowledge Capture metrics/attributes, please see our reference article.

    0
  • fellownarrator

    Hi,

     

    A few questions:

     

    Can you create a query / dashboard that shows how many articles are in each status (Work in Progress, Submitted for Review, Approved for Publishing etc)?

    Relatedly, can you create KPIs to show how many articles have been submitted and separately how many have been published?  I believe Articles Created would be submitted, but is there are separate way to track how many have been published?

     

    Thanks..

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi fellownarrator While you can return the number of articles created, you can't currently look at the other stats you mention. There is work going on to add more Guide metrics and attributes and I'd encourage you to submit a request to our product feedback forum at https://support.zendesk.com/hc/en-us/community/topics/360001200913

    For a full list of available metrics and attributes, see https://support.zendesk.com/hc/en-us/articles/360022182194

    0
  • simone secci

    I'm trying to create a more accurate version of this Guide metric:
    Knowledge Capture: Agent engagement
    I'm trying to understand what's the percentage of one touch tickets that contains a knowledge capture link.
    Any idea how to do this?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Simone,

    It doesn't look like this is possible since the metric to measure One-touch tickets comes from a different Dataset than the one that captures the Knowledge Capture App Data.

    The only alternative I can think of would be to tag these tickets and report on that tag but that would require agents to manually apply those tags.

    Let me know if you have any other questions!

    0
  • simone secci

    Hi Brett,
    Thanks for your response.
    There is also a semi-accurate trigger that can be created starting from the titles of the most linked articles by agents.
    So the trigger automatically tags tickets where agent replies is 1 and that include those strings in the comment.
    At least that's the best way I found to optimize it. 

    0
  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing this Simone! I didn't even think of that :)

    0

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