Why do Explore vote metrics differ from article votes?

Question

How come Explore metrics from the Knowledge base dataset, for example, Article upvotes, show different figures from the current vote count on the article?

Answer

Explore metrics count all vote events when a vote (upvote or downvote) is cast by a user. Users can remove votes or change their existing vote. This means Explore vote metrics may not always match the current vote count on articles.

Example:

1. Upvote (1 or 1 user found it useful)

• events: upvote = 1, downvote = 0, total = 1

2. Downvote (0 or 1 user found it useful)

• events: upvote = 1, downvote = 1, total = 2

3. Remove vote (0 or 0 user found it useful)

• events: upvote = 1, downvote = 1, total = 2

4. Upvote (1 or 1 user found it useful)

• events: upvote = 2, downvote = 1, total = 3

5. Downvote (0 or 1 user found it useful)

• events: upvote = 2, downvote = 2, total = 4

6. Remove vote (0 or 0 user found it useful)

• events: upvote = 2, downvote = 2, total = 4

For more information, see these articles:

• Analyzing your knowledge base activity with Explore
• Metrics and attributes for Zendesk Guide