Zendesk Explore features a prebuilt Knowledge Base dashboard that helps you understand how often your Help Center articles are being viewed, which articles are being voted up or down, and more. The dashboard can help you identify if customers are finding and viewing your articles, identify trends, and find out which articles receive the most votes.
You can edit and customize the Knowledge Base dashboard by cloning it (see Cloning Explore dashboards).
The information in Explore dashboards is updated on a schedule. The schedule depends on which Explore plan you are using. For details, see Data refresh intervals for Explore plans.
In the following topics, you'll learn how to access the Knowledge Base dashboard and see the available reports:
Accessing the Knowledge Base dashboard
Use the following procedure to access the Knowledge Base dashboard.
To access the Knowledge Base dashboard
- In the Zendesk product tray, click the Explore icon ().
- From the list of dashboards, select the Zendesk Guide dashboard.
- Click the Knowledge Base tab.
Understanding the Knowledge Base dashboard reports
The Knowledge Base dashboard shows information about article views, votes, locales, and more. You can filter the reports on the dashboard by Time, Brand, Channel, User role, Language, Section, and Author.
Knowledge Base dashboard headline metrics
This tab displays the following headline metrics (KPIs) for the time range you specify:
- Total views: The total number of page views across all of your articles. All article views are recorded, no matter how many times a user has viewed the article in the selected period of time.
- Articles viewed: The total number of articles that have been viewed. Translations of an article are counted as a separate article. However, you can use the Language filter to restrict the locales that are shown in this KPI.
- Views per article: This shows the average number of page views for each article that was viewed.
- Article comments: The total number of comments made on articles in your knowledge base since November 22, 2022.
- Article subscriptions: The total number of subscriptions created for articles in your knowledge base since November 22, 2022.
Knowledge Base dashboard reports
This tab displays the following reports for the time range and data filters you specify:
Views by channel: Displays the number of page views received from
each of your channels, for example, your help center, mobile SDK, or Agent
This report can't be filtered by channel.
Views by user role: Displays the percentage of page views from each
user role (like end user, staff member, or anonymous).
This report can't be filtered by user role.
Views, comments and subscriptions by date: Displays the daily number
of article views, comments, and subscriptions over the time period you
specify. Filterable by the Article title field above the report.
Upvote and downvote data is available from November 22, 2022
Article upvotes and downvotes over time: Displays the daily number of
article upvotes and downvotes over the time period you specify. Filterable
by the Article title field above the report. Data is available from
November 22, 2022 onward.
Article engagement by selected attribute: Displays the brand, views,
net votes, comments, subscriptions, upvotes, and downvotes for each article,
section, language, category, or author. Use the tabs at the top to switch
between the reports. Filterable by a specified number of the top or bottom
results for Article comments, Article downvotes, Article
subscriptions, Article upvotes, Views, or Article
votes. Comment, subscription, upvote, and downvote data is available
from November 22, 2022 onward.
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
I noticed a blank line with the Article Views table in the Zendesk Guide: KNowledge Base dashboard. This is a default dashboard, not one I have customized. In the table that shows the top 50 articles viewed, line #3 is blank with 126 views. Ideas? The other lines are fine - they show the article title, brand, views and votes. But the 3rd most viewed article has no title and no brand even when I filter to just one brand.
When I click on the "Article section title" tab, nothing in the list changes from when I am on the "Article title" tab. I am trying to see what sections are viewed most often.
Side note: there is no change when I click on "Author name" either.
Just to follow on from @...'s request, is there anything on the Explore roadmap to allow us to knowledge article pageviews by user's domain? It would be very helpful! We've done something like this in Google Analytics, but it would be better if we could do it in Explore.
Is there a way to filter a custom query to remove archived articles in the result?
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!
Can i break down the Article votes for bad and good votes saparately ?
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
Thank's Dave, i'll try......
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?
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.
- Article Updated or Published timestamp
- Last updated by
Basically, I am looking for some maintenance-related attributes. How can I add them?
The Team Publishing dataset (Guide Enterprise only) I think would be able to provide this information.
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.
@... - 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.
Hi, is anyone able to confirm whether Zendesk Explore is powered by Google Analytics, please?
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?
You can refer to Explore recipe: End users that logged in over the last 30 days for the similar report. Feel free to modify the Requester sign-in - Timestamp to specify the date of login.
Explore is Zendesk's own analytic software which works differently compared to Google Analytics that focuses on website traffic.
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?
Based on the information you provided, I assume you're pertaining to the web form/"Submit a Request" section.
You can refer to Analyzing article recommendations from Answer Bot.
Hi ZD Team,
Could you please provide some clarity on how the User role of a visitor to your guide is determined? The one you can use as a filter at the top of the report.
Specifically, how is 'Staff Member (signed in)' determined - Is it determined by checking against the registered list of Team members? If so, is there a way to filter out a specific domain instead? My organization occasionally creates test emails like firstname.lastname@example.org and it would be really handy to include those as a Staff Member as well.
Staff members are internal users, they should be added as an agent on the account and must have access to Guide. You will need to allocate an agent seat for Staff members or internal users. However, if you would like to add a user and allow specific domain to sign in and have access to your help center, you can create a "custom user segment" instead.
We have a guide and more information about User Segments in our article: Creating user segments for Guide user permissions
These articles covers the following topics:
Is there a way to see the performance of an individual article? Perhaps you want to monitor the improvement of a particular article over time to see if the changes you're making are working. I'd like to filter by or search for a specific article - is this possible?
Otherwise would it people possible to see this on the article itself at all via the backend perhaps (kind of displayed like how content cues state views over last 60 days etc on the right hand panel).
The current dataset only provides the net votes (average of upvotes and downvotes) and calculating them separately is not yet possible. Nonetheless, you can fetch the upvotes and downvotes via the Help Center API. More information may be found here: Explore Metric Addition - Down Vote, Up Vote, Total Votes
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