Analyzing your knowledge base activity with Explore

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34 Comments

  • Ronja

    We now (in the "old" reporting view) have the possibilty to have a look about the abonnements. Here in this article it does not look like this is possible in Explore?

    Will we lost this freature with 5th of february?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Ronja, sorry, my French isn't too good, but I think that "abonnements" might have meant "Followers" or "Subscribers" in English? Please correct me if that's not right!
    You're right that this is currently not available in Explore. However, the existing reports in the old reporting view will remain available for the time being, so you should be good.
    I hope this helps!

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  • Ronja

    Hi Rob, yes sorry I meant followers of an article or topic. Okay if the existing reports, will remain abailable, this is okay for me.

    Thank you!

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  • Ellen Livengood

    I don't see this dashboard in my Explore instance (Enterprise), is there something I need to do to get it to show up?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Ellen Livengood, thanks for the question. It's coming very soon!

    We're doing a staged rollout of this from January 18 - March 11 so keep an eye out. It will appear soon. Thanks for your patience.

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  • Justin Federico

    Will we be able to report on the number of article comments on a periodic basis?

    Also, would we be able to determine if a comment is left by an end-user or an agent?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Justin Federico, thanks for the question. The features you refer to are currently not included. However, we do have a lot of plans for future updates to Explore reporting. I'd recommend that you add your requests to our Explore Feedback page at https://support.zendesk.com/hc/en-us/community/topics/360001200913
    This way, the engineering teams and other customers will get access to comment on, and vote for your suggestion. This helps us prioritize future product features. Thanks!

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  • Rebecca Katz

    Hey :-) 
    In insights we have the stats on search strings (what users searched and then what they clicked) but I can't find this option in explore. Is this possible? 
    Additionally, Is there a way to set up a query for % of users who read an article and then opened a ticket? In insights we have stats on "ticket created" but I couldn't find a way to connect the guide and talk in the explore query

    Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Rebecca Katz, thanks for the question!
    This is planned, but not yet currently available in Explore. While we wait, the existing Search reports on the reporting page in Support will continue to function. See https://support.zendesk.com/hc/en-us/articles/203664476 for more information. Hope this helps!

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  • Ian Borges

    Hi Rob Stack,

    How far back can you view data on the Knowledgebase dashboard?

    I've applied last year as a date range and the data is clearly incorrect (showing too few views). As well, the Views by Date bar chart only shows December views, not the full year.

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  • Rob Stack
    Zendesk Documentation Team

    Hi Ian Borges, thanks for the question. Unfortunately, because of reporting enhancements in the new dataset, it's not possible to report further back than December 15th, 2020. If you do need to report further back, you can supplement your reports with Google Analytics data. See https://support.zendesk.com/hc/en-us/articles/1500000144242 for more details.

    -1
  • Miriam

    Hi! 

    I'd like to see which agents viewed certain articles so we can analyze who's following our protocol and who isn't. Is that possible? I'm missing the agent attributes in all 3 data sets. 

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  • Meg Ainsley

    Hello All, is there currently a way (or in the future) to look at Zendesk help center views by domain? Basically i'm trying to breakdown the percentage of internal users on our team who view/use our articles and external client users that view/use our articles. Is this currently possible? If not, seems like it would be a really good addition here, as i'm sure other Orgs would like to use the same metrics. 

    Thanks,

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  • Ray Roth
    Zendesk Customer Advocate

    Hi Miriam!

    The native reporting for Guide only shows the Views by user role, but not for specific users or domains. In order to track information more granularly you would need to use a tool like Google Analytics.

    https://support.zendesk.com/hc/en-us/articles/205402318-Enabling-Google-Analytics-for-your-help-center

    Cheers!

    Ray Roth
    Senior Customer Advocate

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  • Alina Vashurina

    Hi team Zendesk! 

    Just to clarify -- when you restrict the language (ex. Italian) and the period (ex. Last week), the articles Votes are shown for exactly that language, and for the period of a week OR are shown a sum of all translations of a particular article and for the lifetime? Or how does it work? 

    Thanks!

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  • Rob Stack
    Zendesk Documentation Team

    Hi Alina Vashurina, thanks for the question. In my testing, yes you can restrict the language. This example shows the average number of votes for each article language.

    It doesn't seem that Explore reports the actual time of the vote though so you can't filter by that. You could filter by other values like the article created time though.

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  • Alina Vashurina

    Hi Rob! That's awesome! But... How in a world you did that report? Can you provide step-by-step instruction, please? I tried hard and failed.. =) 

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  • Rob Stack
    Zendesk Documentation Team

    Hi Alina Vashurina, here's how I made that.

    1. Create a new query using the Guide: Knowledge Base dataset.

    2. In the Metrics panel of query builder, add the metric AVG (Article votes).

    3. In the Rows panel of query builder, add the attribute Article translation languages.

    That should give you what you need :-) 

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  • Ryan Oakman

    Good afternoon, 

    I'm getting conflicting results from Insights and Explore when looking at total views and I'm curious what has changed in the reporting from Insights to Explore?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Ryan Oakman, here's some information from the product announcement:

    "If you’re already in the habit of monitoring page views using the Zendesk Support built-in report or Google Analytics, you might wonder how numbers will compare with the Explore knowledge base reports.

    The Zendesk Support built-in reports, external tools like Google Analytics, and the new knowledge base reports in Explore are different tools. We implemented a new recording logic to bring you more detailed insights into the page view data than what is available in the Zendesk Support built-in reports. As the page view data is recorded in different ways across the tools, we cannot guarantee an exact match in absolute numbers.

    So, we’d ask you to be careful when comparing data across the tools - as they are different - and not expect the page views to match exactly. We encourage you to look for overall trends over a longer period of time, when you analyze data across these reports, and get in touch with us if page views are drastically different."

    If you're concerned that the numbers are indeed drastically different, let us know and we can open a ticket to investigate this further for you. Thanks!

    -1
  • Ryan Oakman

    Hi Rob, 

    Thank you for the prompt response and information. Totally fair. 

    Since you mention it, I would describe the week prior as being "drastic"...

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  • Rob Stack
    Zendesk Documentation Team

    Thanks Ryan, yes, that does look like something of a difference! I'm sure the team would welcome the chance to dig into this and find out what's going on. I've opened up a ticket on your behalf and someone should contact you soon. Thanks again for the information.

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  • Nicola Bachelor

    Hi, We've noticed some blank spaces in our views so there is a view count but no article title - I'm assuming that these are articles that have now been archived??

    Is there any way to include these titles? Or use a filter for published/archived articles.

    We have a very fast moving set of articles that we are reporting viewing figures to government bodies and it would be really handy to pick these out. We use Google Analytics too but the figures are so different it's hard to match up the two.   

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  • Marco Malbas
    Zendesk Customer Advocate

    Hi Nicola,

    Thank you for contacting Zendesk. My name is Marco and I will be helping you out with your inquiry.

    I'm sorry to hear that you are getting this issue. Checking on this with the team, it seems that there have been other reported cases on this and our experts are looking into it. Explore only reports the data it receives, so our Guide team is looking into if there are any issues with the data sending aspect of the process.

    I'll link this ticket to the problem tickets that was raised on this, and we'll be updating you once a fix has been deployed.

    Cheers!

    Marco M. | Zendesk Support | support@zendesk.com

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  • Ronja

    Hi Marco, I have the same problem and questions like Nicola. Please link us also to the ticket. 

    Thank you!

     

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  • Marco Malbas
    Zendesk Customer Advocate

    Hi Ronja,

    Thanks for letting us know. Sorry to hear that you are also getting this issue. Would you mind creating a ticket with our support team regarding this so that we could link it to the problem ticket that we have on this? We'll be glad to assist you from there. Feel free to link this community post on your ticket as well for easier troubleshooting. Let me know if you have any other questions.

    Cheers! :)

    Marco M. | Zendesk Support | support@zendesk.com

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  • Sandy Vangyi

    I'm also experiencing the same issue with totally different numbers from insight to explore when looking at guide.  I would also like to build total vote, net vote and up vote into the reporting as it was in insight.  I'm not sure how to go about this and why the numbers are dramatically different from insight to explore for guide report.  

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  • Marco Malbas
    Zendesk Customer Advocate

    Hi Sandy,

    Thanks for your inquiry and I'm sorry to hear that you as well are experiencing this issue. Kindly also create a ticket with our support team regarding this so that we could link it to the problem ticket that we have on this. Regarding your inquiry, you may check this documentation here regarding the discrepancies between Insights and Explore: https://support.zendesk.com/hc/en-us/articles/360022177714-Why-do-I-see-discrepancies-between-Insights-and-Explore-

    You may also look into this article here regarding Explore's capabilities on reporting on your Knowledge Base's activity: https://support.zendesk.com/hc/en-us/articles/360056349133-Analyzing-your-knowledge-base-activity-with-Explore

    Hope this helps you out! Cheers!

    Marco M. | Zendesk Support | support@zendesk.com

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  • Luke Bradshaw

    Rob Stack was there any updates regarding Explore and the ability to see end-user Search terms for Zendesk Guide? would be really handy to have this back now that Insights is fully defunct and there is no workaround

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  • Rob Stack
    Zendesk Documentation Team

    Hi Luke Bradshaw, thanks for the question. The search tab should remain in the reporting section of Support at the moment as it's not powered by Insights. If that's not the case, please let us know. Thanks!

     

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