Article views and votes by role

9 Comments

  • Monika Kovacic
    Zendesk Product Manager

    Hi Amy Gracer

    It would indeed be very useful to see votes by user role. Today, the votes information is static and reflects the current amount of votes on the article. It cannot be filtered down by any of the data filters. We'll try to improve the documentation to reflect this transparently, and next look into how we could improve the insights you get on votes in Explore for the future.

    The example you share - is that data for the same article or two independent articles? The expected behaviour would be to see the same number of votes no matter the user role filter selection.

    Thanks!

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  • Amy Gracer
    Community Moderator

    It was for the same article. 

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  • Monika Kovacic
    Zendesk Product Manager

    Ok, that is unexpected. We'll create a ticket on the mismatch on votes for the same article and then you can share an article id that could help us investigate the issue. Look out for an email from us on this matter. Thanks Amy Gracer!

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  • Ryan Boyer

    I'm also confused by how the Article Votes metric works. I seem to be getting an unexpected result. For example, in the image below it shows 420 votes for October 5, which frankly is not believable in our instance.

    If I pull up this same metric in Insights, I get -1 votes for October 5.

     

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  • Monika Kovacic
    Zendesk Product Manager

    Hi Ryan Boyer

    What you see here is confusing as it is the current votes (votes on the article as of today) on the articles that had views during the given days. Also, another issue we discovered is that SUM(Article votes) actually scales the current votes of an article with the number of translations, so AVG(Article votes) is the only valid way to represent the data. We'll restrict this in the UI, but please only use AVG(Article votes) until we do that. 

    On short term, where we cannot add in temporal resolution of votes, would it then be helpful to change the metric name to for instance Current votes in stead of Article votes to clarify that the vote information is static and currently only represent the most recent state? 

    Thanks!

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  • Ryan Boyer

    Thanks for the response, Monika Kovacic. I don't think the problem is the naming of the metric; I think the problem is that the metric in the EAP defaults to SUM and not AVG. Frankly, how you describe the AVG calculation is how I thought the SUM calculation would work. 

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  • Monika Kovacic
    Zendesk Product Manager

    Thanks Ryan Boyer - we'll try to see how we can adjust the votes metric to make it a more intuitive user experience. 

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  • Nicky Lilja

    Hi , Maybe what I see has to do with the AVG(votes) vs SUM(votes) but then I don´t understand it. 

     

    When I have: 

    -SUM(views) & SUM(votes) as metrics. Then I get similar result as mentioned by Amy. 

    Articles with more votes on them than views. How is this possible? 

     

    If I change to AVG(votes) then my articles goes from hundreds of votes to 2 votes?

     

    I would like to be able to view and compare article views and votes with each other over time. To also see if the improvements had an impact. 

    thanks :)

     

     

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  • Monika Kovacic
    Zendesk Product Manager

    Thanks Nicky Lilja for sharing this. 

    It is very likely that you see a too high number of votes when you use SUM(votes) if you have multiple translations of the article. AVG(votes) should yield the correct no. of votes to our understanding. We're working on a solution for this. 

    Today you'll be able to analyse views over time and then get the number of votes on the articles viewed as of today (So a static vote representing then current net vote on the article). 

    What we heard so far is a need for understanding how votes change with article updates. Is this link to article updates also relevant for you, or is your use cases more related to month-over-month reporting (or other time periods) comparing views with votes?

    Thanks!

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