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Analyzing your Knowledge activity



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Erin O'Callaghan

Zendesk Documentation Team

Edited Aug 29, 2024


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33 comments

Does Zendesk have a benchmark to target for agent engagement? I'm currently using the Consortium “Average % Analyst Link Rate” of 65%, but wondering if there is another/better target for this particular formula (vs. just looking at our historical trends). 

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Do articles shared as an internal comment factor into the knowledge engagement metric?

Or is it only counted when an agent shares an article externally with a public message from their ticket?

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Are there any statistics on article/section followers?

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