Article Views Number Different from Legacy Reporting numbers

8 Comments

  • Monika Kovacic
    Zendesk Product Manager

    Hi Christoph Kutz

    Thanks for sharing this. We've developed a new logic for computing articles views in order to report on new dimensions (like user role), so it's very helpful that you compare the new capabilities to the legacy ones. 

    Before we dig into the discrepancy, could you double check if we're comparing the same period of time. I see that the UI says from 9/1/2020 - 9/30/2020 but chances are that we do not have data from the full month of September in the new Knowledge Base reporting.

    You can check how much data you have available by selecting Time > Simple data range > All history and then go to the View by Date bar chart to see how long back you got data from. 

    If the views are not based on the same data range, could you next try to compare article views for a data range which is available in both reports? Look forward to hearing what you find. 

    Thanks! 

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  • Christoph Kutz

    Thanks for your quick reply Monika,

     

    indeed, there is only data from 3rd Sept. available, so this explains the difference.

     

    I've now compared a different timerange  10th Sept ->20th Sept., and still have a difference of ~140views wich is a difference of 0,3%. I think this is okay :)

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  • Monika Kovacic
    Zendesk Product Manager

    Glad to hear that this was part of the explanation.

    Another thing is that we do not yet have views from the Web Widget channel (but working on adding this) - are you using the Web Widget today? If so, could you check the legacy reporting without the Wed Widget channel views?

    Thanks! 

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  • Christoph Kutz

    Hi Monika, 

     

    just tested it without web widget:

    The difference for the same range is now at ~90 views from 55k total.

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  • Ryan Boyer

    I also am seeing discrepancies between the legacy data and the Explore data. I have determined per the instructions Monika Kovacic lays out above that article views in our instance were first recorded on 9/7/20. When I look at an article in both the legacy Zendesk view and Explore view from 9/7-9/30, the legacy number is showing 493 views and the Explore number is showing 489 views. 

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  • Christoph Kutz

    Hi again,

     

    I've evaluated the article-views for our help-center in October. Now the difference between the legacy reporting and the Explore Dashboard is much higher.

     

    With the same filters, we can see 186530 views in legacy reporting, but 200728 in the explore dashboard.

    So there is a difference of more than 14k views.

    Is there a major difference in the "Total Views" -query in Explore, compared to "Views (total)" in legacy reporting?

     

     

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  • Monika Kovacic
    Zendesk Product Manager

    Thanks for reporting the discrepancies, Ryan Boyer and Christoph Kutz. We're looking into this. 

    But yes, the recording logic used for the legacy reporting vs. what we do in Explore are two different approaches as we've developed a new logic to record more granular information about article views (like the user role information). 

    We are currently aware of issues with Web Widget and Mobile SDK views, so perhaps you can help us out by comparing legacy reporting vs. Explore on the Help Center channel only to confirm whether you see discrepancies in total views for the Help Center channel? Thanks in advance! 

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  • Jessica Strozyk

    Hi, I also see a discrepancy. Looking only at the data from last week, I see more views in the legacy reporting than in Explore for both web widget and help center views. The discrepancy is even larger for the help center (5% more vs. 3% more for web widget views).

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