Zendesk Explore features a prebuilt dashboard to help you analyze the events and ticket activity that take place in Knowledge in the context panel. The dashboard can help you identify solved tickets with Knowledge activity, flagged tickets, agent activity, and more.
This article contains the following topics:
Accessing the Knowledge Capture dashboard
The Knowledge Capture dashboard is available only if Knowledge in the context panel has been turned on.
To access the Knowledge Capture dashboard
- In Explore, click the Dashboard icon (
) in the left sidebar. - From the list of dashboards, select the Zendesk Guide dashboard.
- In the Zendesk Guide dashboard, click the Knowledge Capture tab.
Understanding the Knowledge Capture dashboard reports
The Knowledge Capture tab shows information about Knowledge activity, including articles that were linked from a ticket, articles that were created using Knowledge, and agent engagement with Knowledge.
The information in this dashboard is updated on a schedule based on your Explore plan. See Data refresh intervals for Explore reporting.
Knowledge Capture dashboard headline metrics
This tab displays the following headline metrics (KPIs):
- Agent engagement: The percentage of tickets with Knowledge activity from the total number of tickets. Cannot be filtered by agent name.
- Linked articles per ticket: The average number of articles linked to using Knowledge for each ticket. Cannot be filtered by agent name.
- Linked articles: The total number of articles that have been linked to using Knowledge.
- Flagged articles: The number of articles flagged for update in existing tickets using Knowledge. An article is not flagged in the ticket until the ticket has been saved at least once.
- Created articles: The number of articles created using Knowledge. Articles created without a ticket aren't counted in this metric.
Knowledge Capture dashboard reports
This tab displays the following reports:
-
Knowledge Capture activity by date: Displays the articles that were
linked to, flagged. and created using Knowledge over the date range you
chose.
-
Linked articles by selected attribute (top 10): Shows the number of
articles that were linked to using Knowledge. You can filter this by brand
or language.
-
Created and flagged articles by selected attribute (top 10): Shows
the number of articles that were created and flagged using Knowledge. You
can filter this by brand or language.
-
Agent engagement rate by month (12 months): Shows the percentage of
your agents that engaged with Knowledge and the number of tickets created
with it over the last 12 months.
-
Knowledge Capture activity by agent: A list of agents showing how
many articles they linked, flagged, or created through Knowledge.
-
Knowledge Capture activity by article: The articles that were linked
to or flagged by Knowledge.
