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Reporting in Explore on Article Verification



Posted Oct 15, 2021

It would be helpful to have a list of articles by agent that have not been verified using Explore.  I can get the list in Guide Admin, however, I cannot export the report and send to each agent. Would also like a way to create monthly scheduled reports in Explore so I can send to each agent/manager.
It appears that in Explore I can currently see which articles are unverified, but not the corresponding author/owner.
Having this report available would allow for better maintenance of article verification and also allow for better resource planning (ex - if someone has 30 articles that need verified, they should spend more time on that than on tickets for the week).

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Orsolya Forster

Zendesk Product Manager

Hi Melissa Lucore,

Thanks for your feedback!

Currently, you're able to pull the number of unverified articles per agent by using the COUNT(Articles unverified) metric and Agent name attribute in the Guide Team publishing dataset. I understand that on top of that, the ability of listing the article titles per agent would be an important piece of functionality. 

I'm capturing your feedback and will consider for future product improvements.
Cheers!

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In our experience, that has not been true. When pulling the number of unverified articles per agent by using the COUNT(Articles unverified) metric and Agent name attribute in the Guide Team publishing dataset, it shows the agent who is responsible for unverifying the articles. None of our agents manually mark articles as unverified, so this metric is not helpful. The report does not provide the information we want which is number of articles that are unverified that are owned by a particular agent. We have reviewed this with our CSM and they have confirmed that what we are seeing is not the number we are looking for. 

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Orsolya Forster

Zendesk Product Manager

Thanks for your feedback, I understand that there is an additional metric which is needed for your use case. We'll look into this and I will update this thread once we're ready to plan the upgrade.

Cheers!

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Orsolya I echo Melissa's request here, the business issue we're looking to solve is to provide visibility on which guides are currently unverified along with their titles and owners so that we can follow up with owners to take action.

I have followed the same steps as Melissa and the data provided does not enable me to do this so we would also benefit from the enhancement.

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Is there any update on this?  We still are waiting for a way to do this?

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Has there been any progress in this? This appears to be a very basic feature in Explore.

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Related to this, I'm trying to pull a list of unverified articles in general. I created a report that uses "Article translation title" as the Rows and "COUNT(Articles unverified)" as the Metric, but I don't understand the results. It seems like it's counting how many times each article has been marked as unverified, but I just want to know which articles are currently unverified. I don't care if they were unverified at some point in the past. What metric would I use for that?

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Hi Kimber Wiggs, I can see you are using the COUNT aggregator in your COUNT(Articles unverified) metric, which is expected to count the number of items being aggregated. To achieve your desired result, I would suggest using the D_COUNT(Articles unverified) instead, which is designed to count the number of unique items that are being aggregated.
 
Further explanation of the difference between COUNT and D_COUNT can be found in this article: "What is the difference between COUNT and D_COUNT?"
 
Cheers,

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Afabio Junior Thanks for the response! I re-ran the report using D_COUNT instead, and the count is still off. According to the report, over 500 articles are unverified, but when I look at the list of unverified articles in the Guide UI, it only lists 301. I'm not sure where those other 200 are coming from in the count. 

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Hi Kimber, 
 
I've created a ticket on your behalf so we can investigate your issue further. Please check your email for more information. Thanks! And, speak soon! 

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I'm also interested in this as we're refreshing our KCS program and I'd like to identify how many articles don't have owners to update as we update verification rules. The Manage articles > Needs verification pages aren't the easiest to use. 

 

Also, Kimber Wiggs, did you find the solution in the ticket created for your report? I experienced something similar with a report. 

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