Explore recipe: Analyzing Knowledge or Knowledge Capture activity

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6 Comments

  • Madison Hoffman
    Zendesk Digital Resources Team

    Hey Rachel! Sorry for the delayed response. There's actually a default metric in the Knowledge Capture dataset called % Agent Engagement Rate that measures just this! It's also included on the default Knowledge Capture dashboard. You can use the Agent Name filter at the top of the dashboard to see the Engagement for individual agents. 

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  • Rachel Mooney

    is it possible to report on KC engagement per agent (compared to their assigned solved tickets)? i was hoping to add it as another column to the default "Knowledge Capture: Knowledge Capture activity by agent" query.

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  • Bobby K

    Is there a way to report on link rate by user? We want to see how often each rep is linking articles to tickets, on a rep-by-rep basis. 

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  • Bobby K

    Julio R. i should have been more clear...

    we are looking for the article linking rate, which works until you try to add user or assignee as a column or row. Each time for us, it shows that each agent is linking 100% of the time, which simply cannot be true

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  • Julio R.
    Zendesk Customer Care
    Hi Bobby,
     
    You can indeed report on rep-by-rep basis. You can use the attribute "user name" and maybe add a time attribute, for instance "Calendar - Week of the year".


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  • Julio R.
    Zendesk Customer Care
    Hi Bobby,
     
    I have created a ticket on your behalf and I will contact you shortly through it. There we can take take a deeper look into your question.
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