Analyzing your knowledge base activity with Explore

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49 Comments

  • 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spaces in our views so there is a view count but no article title - I'm assuming that these are articles that have now been archived??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.   

    2
  • Ferenc Bartha

    @... - thanks for the response.
    Sadly that dataset is not available in our Explorer at the moment.
    I do think there are many parameters missing from the default KB dataset. - For example, even categories are missing (aka. you can't tell in which category an article is in - for an analysis), and the update / publish dates, published by, etc.
    By any chance, you guys could consider extending the dataset with some of the really basic parameters that are missing from it right now.

    1
  • Ferenc Bartha

    Hi ZD team,

    I'm working on setting up a KB maintenance and update process, but I can't find some key metrics /attributes in the default Explorer (Guide -> Knowledge Base) dataset.
    Attributes like:
    - Article Updated or Published timestamp
    - Last updated by
    Basically, I am looking for some maintenance-related attributes. How can I add them?

    1
  • 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?

    1
  • 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!

    1
  • Diego Chacon

    Is there a way to track the following:

    Conversion rate = Ie: I'm a customer about to send a request, a suggested article pops up, I click on it and resulted in me still sending an email vs not sending an email?

    1
  • Anton Van der meyden

    Hello,

    I believe everyone would benefit from this purposed function. When I create a report from our internal Knowledge Base I can see the total number of views an article has.

    I would like to be able to see who has viewed the article. It would provide a full list of all the agents names and dates they viewed it. The idea been that you can see who has viewed new content or updates to existing content.

    Is this possible or something your product plan to implement?

    Thank you.

    Kind Reagrds,

    Anton

    1
  • Luke Bradshaw

    @... 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

    1
  • 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.

    1
  • 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.

    1
  • 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,

    1
  • Noom

    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. 

    1
  • Luke Bradshaw

    Thanks @...

    For some reason reporting section in Support was not populating with the 'terms' until I chose a specific 'brand' from the drop-down. Now that I've done that I can switch back to 'all' brands and terms now populate there too

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Andre,
     
    That's not currently possible, but it's on our product team's radar – I'd encourage you to go upvote and add your use case to this product feedback thread: 
    Explore Metric Addition - Down Vote, Up Vote, Total Votes
    1
  • 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!

    1
  • Andre Hutagalung

    Thank's Dave, i'll try......

    1
  • Marco
    Zendesk Customer Care
    Hi Jessica, 
     
    That's a good question. Unfortunately at the moment there would be no way to filter the articles to remove archived articles. The only workaround I figured out while testing this out was just filtering the tickets by title, and removing the archived articles manually, though I also see how this can be unsustainable. 
     
    It would be greatly appreciated if you can post this as a feature request as well for our product team to see and possibly put in the road map for future improvements: https://support.zendesk.com/hc/en-us/community/topics/1260801325209--Feedback-Reporting-and-analytics-Explore-
     
    Hope this helps. Thanks! 
    0
  • 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.  

    0
  • 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"...

    0
  • 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!

    0
  • 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!

     

    0
  • 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.

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  • Ronja Sindek

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

    Thank you!

     

    0
  • Marco
    Zendesk Customer Care

    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

    0
  • 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?

    0
  • Ronja Sindek

    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?

    0
  • Shobbir Ahmed

    Hello,

    I am new to explore and need some assistance. How would I find the number of users who have logged in to the help centre/guide portal per day? Is there a way to set this up?

    Thanks

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  • Ronja Sindek

    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!

    0
  • Sally Anne Dishong

    Hi, I'm looking at Guide data in Explore and trying to understand what is being shown in the net votes. For example, when viewing for last 30 days, one article shows -37 votes in Explore data. However, when I look at the article itself in the Help Center, it shows "4 out of 45 found this article helpful" in votes section. This would tell me that it has a net -41 votes. So is Explore showing the votes that came in during that time period (e.g., last 30 days)? Or is there just a discrepancy in the data between the Help Center and Explore? Thanks for your assistance.

    0
  • Andre Hutagalung

    Hi all!

    Can i break down the Article votes for bad and good votes saparately ? 

    0

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