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Metrics and attributes for Zendesk Guide



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Rob Stack

Zendesk Documentation Team

Edited Feb 07, 2025


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66 comments

In the Team publishing report - i am trying to see articles published which were created by a specific author name.

How can I do that?

I have tried to add article author data filter in my dashboard and link that filter to the Team publishing event type or id - but it is not working. 
Any advice here?

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James G

Zendesk Customer Care

Hello Efrat, 
 
Unfortunately, attributes like Author name is not available in the Team publishing dataset so creating a report showing how many articles published by a specific author name is not possible at the moment. 
 
Also, linking the Author name or Article author attributes to the Team publishing event type or ID will also not work since they are not equivalent attributes. It will only work if there is an Author name or Article author attribute present in the Team publishing dataset. More details about linking attributes here - Link data filters 
 
 

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Hello! 

We have an Internal Knowledge Base that is only available to Agents. I was wondering if there was a way to filter by the agent who viewed an article so I can EXCLUDE myself out of this equation and understand what our teams are viewing/searching/etc. Is this possible?

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Elaine

Zendesk Customer Care

Hi Hannah,
 
Unfortunately, I don't see that this is possible. You can only exclude either a viewer, admin, or agent. Please see attached screenshot.
 

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Elaine

Zendesk Customer Care

Hi Hannah,
 
The attribute "Engagement User Role - unsorted" likely refers to a categorization or classification of user roles within an engagement system or platform. In this context, "unsorted" indicates that the user roles are presented in a list without any specific sorting criteria applied, such as alphabetical order or hierarchical arrangement.
 
Essentially, it means that the user roles are displayed in a raw or unorganized format, without any predetermined order imposed on them. This might be useful in situations where the order of user roles is not relevant, or where the data will be further processed or sorted by the user or system later on.
 
But you may use Engagement User Role attribute instead.

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In Explore Guide, is there any way to see which users searched certain queries? For instance, if XYZ is the most searched query, am I able to see which users searched for XYZ?

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