Frequently asked questions for moving from Insights to Explore

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3 Comments

  • Judd Higgins

    Hi! I am still (after 2.5 years) waiting for real Zendesk Guide Explore metrics (Help Center stats, popular articles, time spent on articles, search queries, failed searches, rather than "AnswerBot" and "Knowledge Capture" which doesn't show much insight, if at all, into my customers' usage on my Help Center).  When will these be available?  

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  • Judd Higgins

    Also: https://support.zendesk.com/hc/en-us/community/topics/360001468813

    Explore real-time dashboard (EAP): Enables customer service leaders and agents to keep a closer eye on support metrics in near real time, across multiple channels, and make operational decisions more efficiently.

    Results in:

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  • Rob Stack
    Zendesk Documentation Team

    Hi Judd Higgins, thanks for the feedback. This article indeed needs some updates which I'll do soon. In the meantime, the real-time dashboard EAP with the broken link is now a live feature. See https://support.zendesk.com/hc/en-us/articles/360034193233

    We've also started to take steps to make more Guide knowledge base data available including pageview statistics and Team Publishing data. See https://support.zendesk.com/hc/en-us/articles/360034193233

    We have much more planned for these capabilities, so please follow our announcements section to be the first to know about new features. Thanks!

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