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Metrics and attributes for Zendesk Guide

Rob Stack
  • Edited
Zendesk Documentation Team

What's my plan?

Suite Team, Growth, Professional, Enterprise, and Enterprise Plus

Note: To use these metrics and attributes in custom reporting, you need a Zendesk Explore Professional or Enterprise plan. Accounts on the Explore Lite plan have access to a subset of these metrics and attributes through prebuilt dashboards only.

Use this article to discover the metrics and attributes you can use to build Explore reports based on your usage of Zendesk Guide. These datasets are also used for the Guide prebuilt dashboards (see Overview of the Zendesk Guide dashboard).

For more information about how to create reports with Explore, see Creating reports.

This article contains the following topics:

Knowledge Capture dataset

The Knowledge Capture dataset contains metrics and attributes that relate to Knowledge in the context panel in Agent Workspace and the Guide Knowledge Capture app. This section lists all the available elements for the Knowledge Capture dataset. Use this dataset to help you understand the efficiency of selecting articles to deflect support tickets.

This section contains the following topics:

Knowledge Capture dataset schema

Use this diagram to help you understand the elements of the Knowledge Capture dataset and their relationships.

Knowledge Capture dataset schema

Knowledge Capture metrics

This section lists and defines all metrics available in the Knowledge Capture dataset.

Table 1. Knowledge Capture metrics
Metric Definition Explore formula
Knowledge Capture events Knowledge base article updates made using Knowledge or the Knowledge Capture app. [Knowledge Capture event ID]
Linked articles Count of the number of articles linked using Knowledge or the Knowledge Capture app in a ticket. IF ([Knowledge Capture type]="Linked") THEN [Knowledge Capture event ID] ENDIF
Flagged articles Counts the number of articles flagged for update using Knowledge or the Knowledge Capture app in an existing ticket. IF ([Knowledge Capture type]="Flagged") THEN [Knowledge Capture event ID] ENDIF
Created articles Counts the number of articles created using Knowledge or the Knowledge Capture app in a ticket. IF ([Knowledge Capture type]="Created") THEN [Knowledge Capture event ID] ENDIF
Resolution articles Count of articles linked through Knowledge or the Knowledge Capture app that were marked as helpful by end users and resolved their request. IF ([Knowledge Capture type]="Solved") THEN [Knowledge Capture event ID] ENDIF
% Resolution rate The percentage of resolution articles against articles offered to end users via Knowledge or the Knowledge Capture app. COUNT(Resolution articles)/COUNT(Linked articles)
Knowledge Capture tickets Tickets where any update using Knowledge or the Knowledge Capture app took place. [Knowledge Capture ticket ID]
Linked article tickets Counts tickets where a knowledge base article was linked using Knowledge or the Knowledge Capture app.

IF ([Knowledge Capture type]="Linked") THEN [Knowledge Capture ticket ID] ENDIF
Flagged article tickets Counts tickets where a knowledge base article was flagged for update using Knowledge or the Knowledge Capture app. IF ([Knowledge Capture type]="Flagged") THEN [Knowledge Capture ticket ID] ENDIF
Created article tickets Counts the number of tickets where an article was created using Knowledge or the Knowledge Capture app. IF ([Knowledge Capture type]="Created") THEN [Knowledge Capture ticket ID] ENDIF
Resolution article tickets Count of tickets that were resolved by end users through articles linked via Knowledge or the Knowledge Capture app. IF ([Knowledge Capture type]="Solved") THEN [Knowledge Capture ticket ID] ENDIF
% Agent engagement rate The percentage of total tickets on which Knowledge or the Knowledge Capture app was used. D_COUNT(Knowledge Capture tickets)/DCOUNT_VALUES([Ticket ID])
% Article linking rate The percentage of tickets where an article was linked using Knowledge or the Knowledge Capture app to all tickets where a Knowledge or Knowledge Capture event took place. D_COUNT(Linked article tickets)/D_COUNT(Knowledge Capture tickets)
% Ticket resolution rate The percentage of tickets that were resolved by end users against tickets on which articles were linked via Knowledge or the Knowledge Capture app. D_COUNT(Resolution article tickets)/D_COUNT(Linked article tickets)
Linked articles - Ticket average The average number of articles linked using Knowledge or the Knowledge Capture app to all tickets where a Knowledge or Knowledge Capture event took place. D_COUNT(Linked article tickets)/DCOUNT_VALUES([Ticket ID])

Knowledge Capture attributes

This section lists and defines all attributes available in the Knowledge Capture dataset.

Table 2. Knowledge Capture attributes
Attribute Definition
Knowledge Capture type The type of event performed by Knowledge or the Knowledge Capture app. Possible values are Created, Flagged, and Linked.
Knowledge Capture ticket ID The ID of the ticket that was updated using Knowledge or the Knowledge Capture app.
Knowledge Capture event ID The ID of the knowledge base article that was updated using Knowledge or the Knowledge Capture app.
Knowledge Capture brand The brand of the knowledge base where Knowledge or the Knowledge Capture app was used.
Knowledge Capture language The language of the knowledge base where Knowledge or the Knowledge Capture app was used.
Knowledge Capture locale The locale of the knowledge base where Knowledge or the Knowledge Capture app was used.
Ticket ID The ID number of the ticket.
Ticket status The current status of the ticket.
Ticket group The name of the group where the ticket was assigned.
Ticket assignee The name of the user to who the ticket is assigned.
Ticket brand The brand of the ticket.
Ticket channel The channel a ticket was created from.

For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore.
Ticket form Ticket form used on the ticket.
Ticket organization The name of the organization associated with the ticket.
Ticket priority The ticket's priority.
Ticket problem ID The ID of the associated problem ticket.
Ticket requester The name of the user that requested the ticket.
Ticket satisfaction rating The satisfaction rating given to the ticket.
Ticket subject The subject of ticket.
Ticket tags The tags associated with a ticket.

For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Ticket type The ticket type: Question, Incident, Problem, or Task.
Sharing agreement inbound Affiliated instances of Zendesk Support and companies who share tickets with the current instance of Zendesk Support.
Sharing agreement outbound Affiliated Zendesk accounts and companies tickets are shared with.
Article ID The ID of the knowledge base article.
Article ID and locale The ID and locale of the knowledge base article.
Article translation title The title of the knowledge base article
Article translation URL The URL of the knowledge base article.
Article author The name of the user who originally created a knowledge base article.
User name The name of the user associated with the article.
User role The role of the user associated with the article.
User ID The ID of the user associated with the article.
User email The email address of the user associated with the article.
User locale The locale of the user associated with the article.
User status The Zendesk status of the user associated with the article.
User tags A list of tags associated with the user for the article.

For important information about filtering reports using tags, see Reporting on ticket tags using filters.
User time zone The time zone of the user associated with the article.
Time – Knowledge capture event Includes several attributes that return the time and date when an update using Knowledge or the Knowledge Capture app was registered.
Time – Ticket created Includes several attributes that return the time and date when tickets were created.
Time – Ticket solved Includes several attributes that return the time and date when tickets were solved.
Time – Ticket last updated Includes several attributes that return the time and date when tickets were last updated.
Time – Article created Includes several attributes that return the time when an article was created.
Time – Article last updated Includes several attributes that return the time when an article was last updated.
Ticket Status – Unsorted The status of the ticket.
Ticket Priority – Unsorted The ticket’s priority.
Ticket Type - Unsorted The ticket type.

Team Publishing dataset (Guide Enterprise only)

The Team Publishing dataset contains metrics and attributes that relate to Guide Team Publishing. This section list all the available elements for the Team Publishing dataset. Use this dataset to help you understand the efficiency of your knowledge management workflows.

This section contains the following topics:

Team Publishing metrics

This section lists and defines all metrics available in the Team Publishing dataset.

Table 3. Team Publishing metrics
Metric Definition Explore formula
Articles created The number of articles that have been created. IF [Publishing event type - Unsorted]="Article created" THEN [Event ID] ENDIF
Articles published The number of articles that have been published.

IF [Publishing event type - Unsorted]="Translation published" THEN [Event article ID] ENDIF
Articles verified The number of articles that have been verified to ensure they are up to date. IF [Publishing event type - Unsorted]="Article verified" THEN [Event article ID] ENDIF
Articles unverified The number of articles that have come up for verification. IF [Publishing event type - Unsorted]="Article unverified" THEN [Event article ID] ENDIF
Articles archived The number of articles that have been archived. IF [Publishing event type - Unsorted]="Article archived" THEN [Event article ID] ENDIF
Articles deleted The number of articles that have been deleted. IF [Publishing event type - Unsorted]="Article deleted" THEN [Event article ID] ENDIF
Articles restored The number of articles that have been restored from archive. IF [Publishing event type - Unsorted]="Article restored" THEN [Event article ID] ENDIF
Articles edited The number of articles that have been edited. IF [Publishing event type - Unsorted]="Article edited" THEN [Event article ID] ENDIF
Translations created The number of article translations that have been created. An article can contain multiple translations, for example, English, French, or Japanese. IF [Publishing event type - Unsorted]="Translation created" THEN [Event ID] ENDIF
Translations published The number of article translations that have been published. IF [Publishing event type - Unsorted]="Translation published" THEN [Event article ID] ENDIF
Translations unpublished The number of article translations that have been unpublished. IF [Publishing event type - Unsorted]="Translation unpublished" THEN [Event article ID] ENDIF
Translations edited The number of article translations that have been edited. IF [Publishing event type - Unsorted]="Translation edited" THEN [Event article translation ID] ENDIF
Translations assigned The number of times that article translations have been assigned to somebody. IF [Publishing event type - Unsorted]="Translation assigned" THEN [Event article translation ID] ENDIF
Translations submitted for review The number of article translations submitted for review. IF [Publishing event type - Unsorted]="Translation submitted for review" THEN [Event article translation ID] ENDIF
Translations approved for publishing The number of article translations approved for publishing. IF [Publishing event type - Unsorted]="Translation approved for publishing" THEN [Event article translation ID] ENDIF
Translations deleted The number of article translations that have been deleted. IF [Publishing event type - Unsorted]="Translation deleted" THEN [Event ID] ENDIF
Events The total number of all publishing events like article creation, archiving, restoration, and deletion. [Publishing event type - Unsorted]
Translation updates The number of edits that have been made to article translations. IF [Publishing event type - Unsorted]="Translation edited" THEN [Event ID] ENDIF
Translation assignments The number of times that article translations have been assigned to somebody. IF [Publishing event type - Unsorted]="Translation assigned" THEN [Event ID] ENDIF
Translation review submissions The number of article translations submitted for review. IF [Publishing event type - Unsorted]="Translation submitted for review" THEN [Event ID] ENDIF
Translation publishing approvals The number of article translations approved for publishing. IF [Publishing event type - Unsorted]="Translation approved for publishing" THEN [Event ID] ENDIF
Translation publishing events The total number of all publishing events like article creation, archiving, restoration, and deletion. IF [Publishing event type - Unsorted]="Translation published" THEN [Event ID] ENDIF
Translation unpublishing events The number of article translations that have been unpublished. IF [Publishing event type - Unsorted]="Translation unpublished" THEN [Event ID] ENDIF
Article verifications The number of articles that have been verified to ensure they are up to date. IF [Publishing event type - Unsorted]="Article verified" THEN [Event ID] ENDIF
Article archiving events The number of articles that have been archived. IF [Publishing event type - Unsorted]="Archived" THEN [Event ID] ENDIF
Article deletions The number of articles that have been deleted. IF [Publishing event type - Unsorted]="Article deleted" THEN [Event ID] ENDIF
Article restorations The number of articles that have been restored from archive. IF [Publishing event type - Unsorted]="Article restored" THEN [Event ID] ENDIF

Team Publishing attributes

This section lists and defines all attributes available in the Team Publishing dataset.

Table 4. Team Publishing attributes
Attribute Definition
Event article ID The ID of the article that recorded a Team Publishing event.
Event article brand The brand of the article that recorded a Team Publishing event.
Event article language The language of the article that recorded a Team Publishing event.
Event article locale The locale of the article that recorded a Team Publishing event, for example, French.
Event article translation ID The ID of the article that recorded a Team publishing event with the locale appended, for example, 12345678_fr.
Article translation title The title of the article that recorded a Team Publishing event. This attribute also returns translated versions of the title.
Article translation URL The URL of the article that recorded a Team Publishing event. This attribute also returns URLs for any translated versions of the article.
Event ID A unique ID number for each Team Publishing event.
Event type The type of Team Publishing event, for example, Article archived or Translation published.
Agent name The name of the agent who performed the Team Publishing event.
Agent role The role of the agent who performed the Team Publishing event, for example, Agent,
Agent ID The ID of the agent who performed the Team Publishing event.
Agent email The email address of the agent who performed the Team Publishing event.
Agent locale The locale of the agent who performed the Team Publishing event.
Agent status The status of the agent who performed the Team Publishing event, for example, Active.
Agent tags Displays tags associated with the agent who performed the Team Publishing event.

For important information about filtering reports using tags, see Reporting on ticket tags using filters.
Agent time zone The time zone of the agent who performed the Team Publishing event.
Article event update time A collection of attributes that return when a Team Publishing event occurred in different time and date formats.

Knowledge base dataset

This section contains the following topics:

Knowledge Base metrics

This section lists and defines all metrics available in the Guide Knowledge Base dataset.

Table 5. Knowledge Base metrics
Metric Definition Explore formula
Published articles The total number of articles in your knowledge base excluding any translated articles. DCOUNT_VALUES([Article ID])
Published translations The total number of articles in your knowledge base including translated articles. [Article ID]+[Article locale]
Articles viewed The number of articles that have been viewed at least once. Each article is counted only once, even if it is viewed multiple times. [Engagement ID]+[Engagement locale]
Article views The number of views for each of your articles. All article views are recorded, no matter how many times a user has viewed the article in the selected period of time. The default aggregator for this metric is average views (AVG) aggregated each hour, but you can change it to SUM, MIN, or MAX. AVG(Article views)
Article comments The number of comments on articles.

Data is available from February 25, 2023 onwards.

 [Article comments]
Article subscriptions The number of subscriptions to articles.

Data is available from February 25, 2023 onwards.

 [Article subscriptions]
Article upvotes The number of upvotes on articles.

Data is available from February 25, 2023 onwards.

 [Article upvotes]
Article downvotes The number of downvotes on articles.

Data is available from February 25, 2023 onwards.

 [Article downvotes]
Article votes The total number of votes on articles (upvotes plus downvotes).

Data is available from February 25, 2023 onwards.

 [Article upvotes]+[Article downvotes]
Net article votes The net number of votes on articles (upvotes minus downvotes).

Data is available from February 25, 2023 onwards.

 [Article upvotes]-[Article downvotes]
Net article votes - all time The average number of votes for your articles.

Votes reflect the sum of upvotes and downvotes. For example, if you had ten upvotes and five downvotes, this metric would return "5".

This metric is an all-time total that is not affected by time-based filters. For a metric that is affected by time-based filters, use Net article votes instead.

 AVG(Article votes)

Knowledge Base attributes

This section lists and defines all attributes available in the Guide Knowledge Base dataset.

Table 6. Knowledge Base attributes
Attribute Definition
Engagement ID A unique ID number for the article engagement (view, comment, subscription, or vote). This is the same as the article ID.
Engagement brand The Zendesk brand from which the engagement came. Brands in Guide are a customer-facing identity, represented by one or more help centers, Web Widgets, or Talk, Twitter, or Facebook accounts.
Engagement channel The Zendesk channel from where the article visitor came, for example, help center, Mobile SDK, or Web Widget.
Engagement language The Zendesk language of the article visitor.
Engagement locale The Zendesk locale setting of the article visitor.
Engagement user role The user role and sign-in status of the article visitor, for example End-user (signed in), Staff member (signed in), or Anonymous.
Views user role - ungrouped Internal system user role data. Typically you'll use the Engagement user role attribute instead.
Article ID Each Guide article has a unique ID which you can see in the article URL. This attribute returns each ID. The article ID is the same for each translated version of an article.
Author name The name of the article author.
Article brand Brands in Guide are a customer-facing identity, represented by one or more help centers, Web Widget, Talk, Twitter, and Facebook.
Article translation language The language of each article.
Article locale The locale of each article, for example, en-us.
Article section ID The ID of the section containing the article in Guide. Sections without any articles are not included, for example, sections that consist of subsections only.
Article section title The section name in Guide for each article. This attribute makes a good Explore filter when you only want to report on certain sections of your knowledge base. Sections without any articles are not included
Article title The title of each article.
Article category title The name of the category containing the article.

Data is available only for articles published (or republished) after February 25, 2023.
Article URL The URL of each article.
Time - Article engagement recorded Includes several attributes that return the time when each article was engaged with.
Time - Article created Includes several attributes that return the time when each article was created.

Search dataset

The Search dataset contains metrics and attributes that relate to the searches that users performed and the terms they searched for in your knowledge base. This section lists all the available elements for the dataset.

This section contains the following topics:

Search dataset schema

Use this diagram to help you understand the elements of the Search dataset and their relationships.

Search metrics

This section lists and defines all of the Search metrics available.

Table 7. Search metrics
Metric Definition Calculation
Searches The total number of searches performed. IF ([Event type] = "Search") THEN [Search query] ELSE NULL ENDIF
Clicks The number of searches where the user selected a result. IF ([Event type] = "Click") THEN [Search query] ELSE NULL ENDIF
Tickets created The total number of tickets created in the help center. IF ([Event type] = "Ticket") THEN [Search query] ELSE NULL ENDIF
Avg click-through rate The number of clicks relative to the number of searches. COUNT(Clicks)/COUNT(Searches)
Searches with no results The number of searches that returned zero results. IF ([Event type] = "Search" AND VALUE(Search results count) = 0) THEN [Search query] ENDIF
Percentage of searches with no result The number of searches that returned zero results divided by the number of searches performed. COUNT(Searches with no results)/COUNT(Searches)
Searches with no clicks The number of searches where the user didn’t select a result. IF MAX(Clicks by query)=0 THEN COUNT(Searches) ELSE 0 ENDIF
Clicks by query The number of clicks per search query. ATTRIBUTE_ADD(COUNT(Clicks), [Search query])
Search results count The number of results that were returned for the search query. IF [Event type] = "Search" THEN VALUE(All event results count) ELSE 0 ENDIF
All event results count The number of times an event (click, search, or ticket creation) occurred. SUM(All event results count)
Avg number of results The average number of results that were returned for the search query. [Search results count]/COUNT(Searches)
Tickets created / Search ratio The number of tickets divided by the number of searches. COUNT(Tickets created)/COUNT(Searches)

Search attributes

This section lists and defines all the Search attributes available.

Table 8. Search attributes
Attribute Definition
Article ID The ID of the knowledge base article.
Article title The title of the article.
Article locale The locale of the article (for example, en-us).
Event type The type of search event. Valid values are Search event, Click event or Ticket submitted event.
Search query The query string that was searched for by a user.
Search channel The channel where the search was performed.
Search click type If the event is a click event, the search result clicked could be either Article or Community Post.
Search locale The locale of the search.
Search brand ID The brand ID of the help center that the search was performed on.
Search brand name The brand name of the help center that the search was performed on.
Search user role The role of the user that performed the search event. The values are: Anonymous, End user (signed in), Staff member (signed in).
Search user role - ungrouped Internal system user role data. Typically you'll use the Search user role attribute instead of this.
Search language The language of the search query.
Search outcome The outcome of a search. The values are true if the search generated no results, false if it has at least one result.
Search timestamp Includes several attributes that return the time and date when a search occurred.

Community dataset

The Community dataset contains metrics and attributes that relate to your Zendesk community activity. This section lists all the available elements for the dataset.

This section contains the following topics:

Community metrics

This section lists and defines all of the available Community metrics.

Table 9. Community metrics
Metric Definition Calculation
Community events The total actions taken on a community forum, including created posts, viewed posts, added votes, created comments, added subscriptions, and submitted tickets. [guide_community_engagement_community_post_id]
Existing community posts The number of existing posts in the community. [guide_community_posts_community_post_id]
Posts created The total number of posts created in the selected time period. IF ([guide_community_engagement_event_type] = "Post created") THEN [guide_community_engagement_community_post_id] ENDIF
Community post views The total number of post views on the community forum.

IF ([guide_community_engagement_event_type] = "Post viewed") THEN [guide_community_engagement_community_post_id]

ENDIF
Post votes The total number of votes—either up or down—on a community post.

IF ([guide_community_engagement_event_type] = "Vote added") THEN [guide_community_engagement_community_post_id]

ENDIF
Post upvotes The total number of upvotes on a post.

IF ([guide_community_engagement_event_type] = "Vote added" AND [guide_community_engagement_vote_direction]

= "Up") THEN [guide_community_engagement_community_post_id] ENDIF
Post downvotes The total number of downvotes on a post.

IF ([guide_community_engagement_event_type] = "Vote added" AND [guide_community_engagement_vote_direction]

= "Down") THEN [guide_community_engagement_community_post_id] ENDIF
Comments The total number of comments made on the community forum.

IF ([guide_community_engagement_event_type] = "Comment created") THEN

[guide_community_engagement_community_post_id] ENDIF
Post subscriptions The total number of subscriptions to posts on the community forum.

IF ([guide_community_engagement_event_type] = "Subscription added")

THEN [guide_community_engagement_community_post_id] ENDIF
Post creation timestamps The exact time when a community post was created.

IF ([guide_community_engagement_event_type] = "Post created") THEN

DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date])

ENDIF
Post creation timestamp by community post The exact time when each community post was created. ATTRIBUTE_FIX(MIN(guide_community_post_creation_timestamps), [guide_community_engagement_community_post_id])
Staff response timestamps The exact time when a staff member commented on a community post.

IF ([guide_community_engagement_event_type] = "Comment created" AND

[guide_community_engagement_grouped_user_role] = "Staff member (signed in)")

THEN DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date])

ENDIF
Staff response timestamp by community post The exact time when a staff member commented on each community post. ATTRIBUTE_FIX(MIN(guide_community_staff_response_timestamps), [guide_community_engagement_community_post_id])
Response timestamps The exact time when a community member responded to a post.

IF ([guide_community_engagement_event_type] = "Comment created") THEN

DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date])

ENDIF
First response timestamp by community post The exact time when a community member responded to each post. ATTRIBUTE_FIX(MIN(guide_community_response_timestamps), [guide_community_engagement_community_post_id])
Time to staff response (hours) The time in hours between when a post was created and when the first staff member responded.

(MIN(guide_community_staff_response_timestamp) - MIN(guide_community_post_creation_timestamp))

/ 3600
Time to first response (hours) The time in hours between when a post was created and when the first comment was made.

(MIN(guide_community_response_timestamp) - MIN(guide_community_post_creation_timestamp))

/ 3600
Number of posts without staff comments The total number of community posts that don’t have a staff member response.

IF ([guide_community_engagement_event_type] = "Post created") THEN

1 ELIF ([guide_community_engagement_first_staff_response] != NULL AND VALUE(guide_community_post_creation_timestamp)

!= NULL) THEN -1 ELSE 0 ENDIF
Number of days without comments The total number of days since the last comment was made on the community forum.

IF ([guide_community_engagement_response_time_bracket] = "No comments")

THEN DATE_DIFF(DATE_LAST_FIX([timeDimension##guide_community_engagement_timestamp##date]),

[timeDimension##guide_community_posts_created_at##date], "nb_of_days") ENDIF
Help center tickets The total number of tickets created in the help center.

IF ([guide_community_engagement_event_type] = "Ticket submitted") THEN

[guide_community_engagement_event_type] ENDIF

Community attributes

This section lists and defines all of the available Community attributes.

Table 10. Community attributes
Attribute Definition
Community post ID The unique ID of a community post.
Brand ID The unique ID of the brand associated with the community forum.
Brand name The name of the brand associated with the community forum.
Community topic ID The unique ID of the topic that a post or comment is part of.
Community topic title The title of the topic that a post or comment is part of.
Channel

The channel from which a user viewed a post. Possible values are HC (help center), Agent workspace, and API.

For more information about the ticket channels Explore collects, see Understanding ticket channels in Explore.
Community post title The title of a community post.
Author name The name of the community member who created a post.
Author ID The unique ID of the community member who created a post.
User role The role of the community member. Possible values are End user, Anonymous, Agent, Admin, and Viewer.
Community engagement event type The type of action taken on a community forum. Possible values are Post created, Post viewed, Vote added, Comment created, Subscription added, and Ticket submitted.
Community post created at Includes several attributes that return the time and date when a community post was created.
First reply time The time between when a post was created and the first comment made by any community member.
First reply time bracket The time between when a post was created and the first comment made by any community member. Values are returned as <8 hours, 8-24 hours, 1-7 days, 8-14 days, and >14 days.
First staff reply time The time between when a post was created and the first comment made by an agent.
First staff reply time bracket The time between when a post was created and the first comment made by an agent. Values are returned as <8 hours, 8-24 hours, 1-7 days, 8-14 days, and >14 days.
Community user name The name of the community member.
Community user email The email address of the community member.
Community user ID The unique ID of the community member.
Time - Community user created at Includes several attributes that return the time and date when a community user was created.
Vote direction Whether a vote was an upvote or a downvote.
Community engagement user ID The unique ID of the community member.
Grouped user role The role of the community member. Possible values are End user, Staff member, and Anonymous.
Community engagement timestamp Includes several attributes that return the time and date when a community engagement event (such as a vote) occurred.
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52 Comments

  • Steve Tilley

    Hi!

    I'm currently trying to build a bit of a handover dashboard and want to show a count of the top problem IDs for the last 12 hours.

    Is there a way to get a metric to filter when tickets were initially marked as incidents and assigned to a problem ID?

    Thanks!

    0
  • Dane
    Zendesk Engineering
    Hi Steve,
     
    You can try to use this formula to extract such tickets. 
     
    IF ([Changes - Field name] = "type"
    AND ([Changes - Previous value]=NULL OR [Changes - Previous value]="Question")
    AND [Changes - New value]!="Incident")
    THEN [Update ID]
    ENDIF
     
    Afterwards, modify this simple query depending on your preference.
     

     
    0
  • Brianne Reinhardt

    Is there a recipe for upvote count, downvote count, vote date, and user role, name, email for article votes? I see it for the Community posts, but not the articles.

    1
  • Christine Felicia
    Zendesk Engineering
    Hey Brianne, 
     
    The current dataset only provides the net votes (SUM of upvotes and downvotes) and calculating them separately is not yet possible.

    Also outlined in Metrics and attributes for Zendesk Guide:

    Votes currently reflect the sum of upvotes and downvotes. For example, if you had ten upvotes (which each add one vote to the total) and five downvotes (which each subtract one from the total), this metric would return "5".

     
    In Q3 we will roll out the article upvotes and downvotes metrics. We're working on it as we speak, you may follow this similar feature request that is already marked as Planned by our Product Managers.
    -1
  • Laura

    Hey,

     

    In the Team Publishing metrics, the metric Articles published has the following formula:

    IF [Publishing event type - Unsorted]="Translation published" THEN [Event article ID] ENDIF

    I thought this was a mistake. The metric says that it counts the number of articles that have been published and not the translations that have been published. Yet when reviewing the metric in Explore, the formula is the same.

    Should it not be

    IF [Publishing event type - Unsorted]="Article published" THEN [Event article ID] ENDIF

    and then a second metric for Translations published?

    Or maybe I am misunderstanding this. Could someone please enlighten me on this?

    Thank you in advance!

    1
  • CJ Johnson
    • Edited

    Laura Yep, you are 100% correct, it makes no sense. It's been broken for over a year, I've had a ticket open and they know and don't consider it a priority to fix or even publicly post information that it's broken. It's honestly shocking. There's other bad formulas too and they just don't care. Chat Wait time has been broken equally long, and Chat Concurrency AVG has never worked. Zendesk has made it very clear that functional, accurate metrics are not a priority. 

    0
  • Laura

    Hello, again community. I could use your help.

    I am trying to create some custom reports from the Knowledge Base dataset, but to do so, I think I need a better understanding of the metric 'Articles Viewed'. This is precisely where I fall over, as there are a few items that don't appear logical to me.

    Metric: Articles viewed - formula: [Views ID] + [Views locale]

    1. the formula uses the aggregator D_COUNT. Does this mean that the formula calculates the number of values of the attribute 'Views ID' plus the number of values of the attribute 'Views locale'?
    2. Views locale means 'the ZD locale setting of the article viewer'. Our KB has 10 different locales. Will the D_Count value of 'Views locale' never be higher than 10?
    3. I pulled both attributes used in the metric separately: D_COUNT of 'Views ID' (=490) and D_COUNT of 'Views locale' (=10). Their total (=500) is a lot lower than the result of Articles Viewed (=2298).
      How is the metric adjoining both attributes calculated? It cannot be a simple summation of two D_COUNT(Attribute) Values.

    I get the feeling that there is a very basic understanding of the formulas that I am completely missing here, but as much as I try to wrap my head around it, it doesn't make sense to me.

    Could anyone out there help me with this?

    Thank you very much in advance.

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  • Dane
    Zendesk Engineering
    Hi Laura,
     
    You can check if you have any other attributes included in the query that you have created. I have tried the same approach and it gave me the individual values correctly. Just in case it still has the same behavior, please contact our support directly to look into it further. 
     

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  • Laura

    Hello Dane,

    Thanks for your feedback.

    When working with the Guide dataset, I often get the feeling that there is a part I don't get, so you can imagine that I'm relieved to read that there seems to be an issue with the results rendered!  I'll check this right away.

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  • Camila

    Hi, 

    I have a question regarding the metric clicks by query, I know it is the amount of clicks after the user searched, wondering if is the number is an avg of users that click after searching for a certain word, example: "bug" or can it be the same user that's searching the same word and then clicking on many places? 

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  • Elizabeth Brown

    Hi Zendesk,

    I've set up a report of the top 200 searches of Guide with no results, to deliver to me monthly.

    In my first delivered result, I have a lot of entries that have 0 results reported, and also entries with no number indicating how many times folks searched for it.

    I can make sense of someone searching for the same term multiple times w/ no result - that generates a number in this report.

    What does 0 results reported, OR a blank result, mean? Did folks search for this term or not?

    I'm guessing they did, otherwise Zendesk wouldn't report it at all. But why is it shown w/ 0 or null result? Can you explain please?

    Appreciate being able to view more than the top 5 "searches with no result" through the report. Failed searches are vital to improving the content in Guide so an important feedback mechanism.

    Cheers

    E. A. Brown 

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  • Phrase

    Hello guys,

    I would like to ask, if there is there a formula that would allow me to display the most viewed article each day in a given month. E.g.

    Thank you.

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  • Kelsey Davis

    Hi - in Team Publishing, I think mine is showing under Articles created (filtered by agent name) seems to actually be the author. But I created the article and set the author to be another agent. So creation and author are different. I want to be able to see how often this happens and also not have the created number under the other agent (the author) counted there.

    Please can you clarify or confirm/deny.

    Thanks

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  • Royce Dattelbaum

    Hi Zendesk team,

    I might be overlooking a metric here. I'd like to measure a "ticket creation rate" at a Help Center Article level. The most simple version of this would be tickets created / articles viewed.

    Thanks, 

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  • Laura P.

    I'm trying to figure out how I can get a report on performance for articles that use the same content tag. Looking around Explore, I can't find anything that segments based on content tags. Is this not available? Thanks!

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  • Giordano Manchi

    Hi Everyone!

    I want to create a query with these characteristics:

    Metric: Published articles  

    Attributes (Rows): 

    • Article category title    
    • Article section title    

    The goal is to have a rapresentation of how many sections are in every category and how many articles are in every section.

    I don't know why, but 519 of my 867 articles are displayed with no category. Articles of the same sections can be displayed categoryless or in the right category. All articles are in the same sections. 

    But if I have Category C1 in wich I have Section S1, in wich I have Articles A1 A2 A3 A4 A5, for no reason I can have a No category including S1 with articlel A2 A4 and A5, and the category C1 including S1 with articles A1 and A3. In the same tabel. 

    Do you have any idea of the reasons? Than you so much!

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  • Joel Sandi

    We're continuing to struggle getting an accurate per-user (and, extrapolating further, per team) link rate calculation, similar to this question raised a couple years ago: https://support.zendesk.com/hc/en-us/community/posts/4408860637082-Need-a-link-rate-calculation

    Is there a simple way to build such a report that we are missing?

     

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  • Mary Paez

    I'm trying to get a report of the number of articles and the list of articles that need to be verified per agent.   When I do this under the team publishing dataset, I get all zeros for each agent. In guide admin we show 1176 articles requiring verification.  Does anyone know how to get this report?

     

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  • Judy Correia

    Articles created metrics shows different values in the Knowledge Capture data set vs the Team Publishing data set. What is the difference between the two?

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  • Finn Bazard Ferns

    I have been trying to find the definition of different Click through Rates (CTRs) through the different channels. Web widget and Help desk seem pretty self explanatory, but the Agent Workspace CTR is giving a very low CTR to what I expected.

    Does this CTR count through the number of tickets and count the number of times the knowledge base is accessed from tickets to determine the CTR.

    OR

    Does the CTR count the number of times that we link to the knowledge base through tickets and then count the number of times that these are used.

    Any help would be appreciated.

    Cheers,

    Finn

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  • Gavin・ギャビン

    Hi Orsolya Forster Joel Sandi

    I'm also in need of the ability to count published articles per month and see that growth over time.  Not the publishing event - but the actual count of total articles available on our help center.  Did you ever come up with a solution for this?  So far all my attempts have resulted in a count of publishing events.

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  • Joel Sandi

    Hi Gavin (sorry, your handle is not coming up after the @ here for me). We haven't been able to resolve this with any OOO reporting on Zendesk itself. Seems the best you can do is be disciplined at the end/start of each month about recording the number of published articles at that point in time, then do your own charting and math separately. You also won't be able to look at this earlier than the month you start from since a snapshot in time for this count is not available in ZD reporting.

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