Zendesk Explore features a prebuilt dashboard to help you analyze the events and ticket activity that take place in Knowledge in the context panel or the Knowledge Capture app. The dashboard can help you identify solved tickets with Knowledge or Knowledge Capture activity, flagged tickets, agent activity, and more.
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 Capture dashboard and see the available reports:
Accessing the Knowledge Capture dashboard
Use the following procedure to access the Knowledge Capture dashboard.
To access the Knowledge Capture dashboard
- In Zendesk Support, open the product tray.
- Click the Explore icon () .
- In the list of dashboards, select the Zendesk Guide dashboard.
- In the Guide dashboard, click the Knowledge Capture tab.Tip: If Knowledge in the context panel in Agent Workspace isn't available, or if the Knowledge Capture app is not configured, then the Knowledge Capture tab won't be displayed.
Understanding the Knowledge Capture dashboard reports
The Knowledge Capture tab shows information about Knowledge and Knowledge Capture activity, including articles that were linked to from a ticket, articles that were created using Knowledge or the app, and agent engagement with Knowledge or the app.
Knowledge Capture dashboard headline metrics
This tab displays the following headline metrics (KPIs):
- Agent engagement: The percentage of tickets with Knowledge or Knowledge Capture app 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 or the Knowledge Capture app for each ticket. Cannot be filtered by agent name.
- Linked articles: The total number of articles that have been linked to using Knowledge or the Knowledge Capture app.
- Flagged articles: The number of articles flagged for update in existing tickets using Knowledge or the Knowledge Capture app. 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 or the Knowledge Capture app. 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 or the Knowledge Capture app over the date range you chose.
- Linked articles by selected attribute (top 10): Shows the number of articles that were linked to using Knowledge or the Knowledge Capture app. You can filter this by the Knowledge Capture brand or language.
- Created and flagged articles by selected attribute (top 10): Shows the number of articles that were created and flagged using Knowledge or the Knowledge Capture app. You can filter this by the Knowledge Capture brand or language.
- Agent engagement rate by month (12 months): Shows the percentage of your agents that engaged with Knowledge or the Knowledge Capture app 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 or the Knowledge Capture app.
- Knowledge Capture activity by article: The articles that were linked to, or flagged by Knowledge or the Knowledge Capture app.