Explore: Knowledge Capture - What is your target agent engagement rate?


  • Sy Sussman

    Hi Ryan. Can you define Agent Engagement percentage? What's your numerator and denominator?

  • Ryan Boyer

    Sy Sussman It's one of the headline metrics in the current Zendesk Guide: Knowledge Capture dashboard:

    Agent engagement % = tickets with Knowledge Capture activity divided by the total number of tickets.

    More information is here https://support.zendesk.com/hc/en-us/articles/115004881807-Analyzing-your-Knowledge-Capture-activity-Guide-Professional-and-Enterprise- .

  • Verity Stanford-Tuck

    Hi Ryan, I found this looking for the same answer!  Did you get any further?  It would be interesting to see what others are striving for.  

  • Ryan Boyer

    Hey, Verity Stanford-Tuck! Unfortunately, I still haven't found any consensus on what percentage we should be striving for.

  • Ricardo
    Zendesk Community Team

    Hello Ryan! That is a great question. I can talk a little bit about our experience here with our Zendesk Customer Support team.

    Early on in our KCS implementation, we set very aggressive targets for participation. For example, initially, we expected 100% of all tickets would have some KC engagement. We found that setting aggressive targets during the early phases of implementation created high anxiety from our agents.

    We then moved to a less aggressive approach and we now aim for a 50% Agent engagement with the app. We also learned to recognize value and not just volume. We analyze Knowledge Capture activity, but we also look at other indicators, such as CTR in search results, page views, successfully served up by our answer bot, etc.

    I understand that this may be a non-answer but in the end, each team has different circumstances and what works for one may not work for others.

    If you want to learn more about our KCS implementation, see the following resources:

    Let me know if you have any questions.

  • Ryan Boyer

    Thanks for the insight, Ricardo! I really appreciate it.


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