Analyzing your Team Publishing activity

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10 Comments

  • Leonard Porrello

    Could you tell me what’s going on in Zendesk analytics with “Articles created” and “Articles edited” versus “Articles published”? My Articles published number is greater than the sum of my Articles created and Articles edited. It seems like the numbers should add up. I have a fixed time-frame and am the only Agent selected.

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  • Balasubramanian Mahadevan

    Is there a way where we can get the details of articles published by each team member using Team Dashboards?

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  • Lauren Ward

    Thanks for your response @.... That's not quite what I meant, though; I should've been clearer. I'd like to know the explicit count of articles that were created & then published within the same time period. My goal is to get a total count of articles published during a time period and be able to splice that into "new" and "updated" buckets. I.e., new articles published + updated articles published = ALL published articles. There doesn't appear to be a way to find this in the native metrics or by using a calculated attribute or metric, due to the way these events are tracked. Perhaps I'm missing something though? Please advise, thanks so much!

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  • Lauren Ward

    Hi all, is there a way to see the number of articles that were both created and published? I'd like to get the number of articles created and published within a certain time period, and there doesn't appear to be a way to do this with the built-in variables listed above.

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  • Richard Dawson

    Lauren Ward  were you able to figure out the formula?  I'm looking to report the same metrics.  Would you be willing to share the formula?

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  • Russell Chee
    Zendesk Customer Care

    Hey Lauren,

    Thanks so much for reaching back and clarifying a little bit more about what you are looking for. In your particular case, I have consulted our Explore team about this and they have mentioned that there may be a way to build this but it would involve using customised metrics. To set expectations, because this is a custom metric any troubleshooting around it is outside the scope of support that our Zendesk Advocates can provide.

    Having said that, to do something like you have mentioned, you would copy the metrics for created and published articles, then create them as attributes whilst using the IF THEN ELSE function where you would replace [Event ID] with [Event - Timestamp]. From there, you would do a date_diff of the two attributes with your preferred time value.

    Hopefully this gets you pointed in the right direction and all the best with building this!

    Russell

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  • Nick Tucci

    Could we get a more detailed definition of "articles edited"? If "articles created" is counting the action of adding a new article and saving it, and "articles published" counts the action of any article being published, does "edited" = the action of previously saved/published articles being edited and saved again, but NOT published? 

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  • Dane
    Zendesk Engineering
    Hi Leonardo,
     
    Articles published can include any articles that has been unpublished and published will be counted again especially if you have additional attributes like Agent Name.
     
    Hi Balasubramanian,
     
    For the default Zendesk Guide > Team Publishing Dashboard you will only have the capability to filter specific Agent Names. However, you can create your own query for you use case. You can refer to Metrics and attributes for Zendesk Guide.
     

     
     
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  • Lauren Ward

    Hi @..., thanks so much for your response and suggestion. I'll give that a try! Really appreciate it.

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  • Russell Chee
    Zendesk Customer Care

    Hey Lauren,
    Thanks for reaching out, I hope you are doing well! When it comes to tracking both "articles created" and "articles published" within a certain period of time, you should be able to add them together by using a Result Metric Calculation. Alternatively you can create a calculated metric that uses both but you'll need to use an OR condition as these two metrics are actually looking at the same event attribute with different values, therefore the same attribute can't have both values at the same time. I hope this helps, let us know if you need anything else, take care!

    Russell

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