Guide Dashboard - who has viewed my articles
I have use a section in my knowledge base which is restricted, only agents and admins can see the content. I use this section to post important updates to my agent base about what has changed in the system, and how to use certain features. I use the Guide Dashboard to see the article view count, but what I would really like to have is a means to see exactly who has viewed a given article, this way I will also know who has not as it is very important that my agents consume the content located in this restricted section. I do not see a means to do that with the Guide Dashboard, is there a way to do so? My instance is inward facing with SSO, all users are signed-in users, and so that info must be captured somehow and is not anonymous.
Thank you for the feedback David Brown!
I'm marking this as feature request for future dataset extensions.
Here's a couple of queries that might help you:
Counting the agents who use the knowledge section
Help center article views within 30 days of creation
The second one might need some tweaking to remove the 30 days of creation criteria.
There is no way, as far as I know, to use Explore to find out who exactly viewed an article, even if you are only asking about agents who are signed in. There is nothing that ties the viewer ID to agent IDs or anything on the dataset that would let you translate a viewer ID into an agent name, unfortunately.
CJ Johnson if true, this is not great. I use the restricted section effectively as a space for on-demand training, with articles containing instructional videos. I really would like a means to know who has and has not viewed the content. I am very interested in having access to that level of insight.
David Brown - I know that Article ID, User Name (your agent), and Date are captured when an agent attaches an article using the KC app. You can confirm this by opening ZD Explore > Zendesk Guide > Knowledge Capture, then scroll down to Knowledge Capture activity by agent > and select "Drill in" for the "Linked articles" of whichever username you're looking to analyze.
With that in mind, perhaps you can build a report that shows you a list of your agent names + any Article IDs they've used during any given period. You can then require the agents to attach articles from your restricted KB as internal notes to a ticket (via KC app) whenever they've read/used them, effectively capturing the event for your Agent Name + Article ID + Date report?
Please expand the Guide data set. The ability to drill down to see usage by specific user groups is critical.
With the current Guide data set, you can only drill down by "role" (i.e. agent / anonymous / end-user).
But "end-user" is a too broad a category --- for us it include all customers and even our own (non-agent) staff. We need to be able to see the data for specific customers, and separate our internal (non-agent) usage from our customer usage.
The Support data lets you query by "Organisation" --- this would be great to have in the Guide dataset too! Or even to be able to filter by "user segment", which seems to be a more Guide-centric way of grouping users.
Another vote for this feature. Would like to know which of our customers/orgs is looking at any given article to give us insights into development of those features, or similar features, based on which "branch" of our customer base is looking.
Hi David Brown,
I have a similar use case where I would like to track what internal articles the agents are viewing, the timestamp of each time they access an article, and the value of a vote (thumbs up or down, not the sum or average) to make sure they are reading and being compliant and up to date.
Luckily, the value of the vote should be released by the end of this month based on a comment in this article Explore Metric Addition - Down Vote, Up Vote, Total Votes
With the help of Miguel Salas comment above, I was able to create a report that might be a temporary solution to track if the agents are referencing the correct articles to solve issues by linking an article to a ticket. The only issues I have with this are the following:
- If I am not mistaken, unless you open the article in Guide, it will not count as an article view in the Guide - Knowledge Base dataset
- You will need to use the Guide - Knowledge Capture dataset which means you would need to have 2 reports in different datasets to view linked articles and article views
- There is really no way to confirm that the article was actually read by the agent before linking it to a ticket. But then again, that can be the same if an agent views an article in the Help Center
- Orsolya Forster The ideal solution here would be that Zendesk adds the user name attribute (at least for signed-in users) in the Guide - Knowledge Base dataset which could be used with the existing Engagement timestamp attribute. This way we can obtain the info we are looking for and it's all in the same dataset.
Here is a screenshot of my report in case it's of any use to anyone:
Another vote for this feature and hopefully zendesk will marking this for future dataset extensions soon.
I would like to know whose agent already read the articles. hence I can only track the number of views on the articles that are created
however, the article views does not show whose agents already read the articles
this feature would enhance our agents product knowledge
Adding my vote to this please! We’re switching away from a system that provides this functionality and missing it will cause a lot of pain for our reps who contact customers and talk to them about the articles the have not viewed!!
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