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Laura
Joined Oct 16, 2021
·
Last activity Nov 07, 2022
I am working as a Knowledge Base manager and am most interested in any new features relating to ZD Guide, for example: - tools supporting KCS practices - more in-depth data analysis including labels and grouping of articles. Always trying to learn and grow.
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Latest activity by Laura
Laura commented,
Hey,
First of all, thank you for adding this very helpful feature!
Second, I have a question: How do these tags react in multilingual Help Centers? Can we add different tags to different translations of an article? Or will the tags always appear in the default language, even when viewing the article in a different language than the default one?
I'm just curious to know how the tags will adjust (or not) to different languages.
Thank you in advance!
View comment · Posted Nov 01, 2022 · Laura
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Laura commented,
Hello Dane,
Thanks for your feedback.
When working with the Guide dataset, I often get the feeling that there is a part I don't get, so you can imagine that I'm relieved to read that there seems to be an issue with the results rendered! I'll check this right away.
View comment · Posted Oct 14, 2022 · Laura
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Laura commented,
FYI: the talk dataset does not have an attribute called 'Leg user type'; as is described in this article in the section 'Key call leg attributes'. This attribute does not exist!
To define for which user the call leg is generated the attribute 'leg type' should be used.
View comment · Posted Sep 30, 2022 · Laura
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Laura commented,
Hey,
I have a column chart with 2 attributes: month and category (a calculated attribute).
On the x-axis, both attributes are indicated, however, I would like to remove the category label here. The part I have marked pink in the screenshot should only indicate the month, not the robot model.
Is there a trick on how to do this? I could not find anything in the 'Chart configuration menu'.
Thank you in advance for your help!
View comment · Posted Sep 14, 2022 · Laura
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Laura commented,
Hello,
These articles here are really helpful! Thank you!
I was wondering if there is a way to make filters conditional.
I am applying two data filters on my Guide reports: One to filter between our internal and external Knowledge Base and the second to filter between the categories of our external KB.
My question is: is there a way to show the second filter only if the 'external KB' is chosen in the first filter? That would be really cool!
View comment · Posted Sep 01, 2022 · Laura
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Laura commented,
Hello, again community. I could use your help.
I am trying to create some custom reports from the Knowledge Base dataset, but to do so, I think I need a better understanding of the metric 'Articles Viewed'. This is precisely where I fall over, as there are a few items that don't appear logical to me.
Metric: Articles viewed - formula: [Views ID] + [Views locale]
- the formula uses the aggregator D_COUNT. Does this mean that the formula calculates the number of values of the attribute 'Views ID' plus the number of values of the attribute 'Views locale'?
- Views locale means 'the ZD locale setting of the article viewer'. Our KB has 10 different locales. Will the D_Count value of 'Views locale' never be higher than 10?
- I pulled both attributes used in the metric separately: D_COUNT of 'Views ID' (=490) and D_COUNT of 'Views locale' (=10). Their total (=500) is a lot lower than the result of Articles Viewed (=2298).
How is the metric adjoining both attributes calculated? It cannot be a simple summation of two D_COUNT(Attribute) Values.
I get the feeling that there is a very basic understanding of the formulas that I am completely missing here, but as much as I try to wrap my head around it, it doesn't make sense to me.
Could anyone out there help me with this?
Thank you very much in advance.
View comment · Posted Aug 31, 2022 · Laura
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Laura commented,
Hey,
Besides being able to report on up- and downvotes, we need to report on time of vote as well. This will enable us to observe whether changes applied to articles are effective or not.
Here is one example, where this would be very important: An article needs updating. As it covers more than one topic, an additional article will be created. The original article will be updated accordingly.
A month later, I want to report on the votes of both articles. This is easy for the new article, as it did not have any previous votes. So the current vote avg is coherent with the past 30 days. However, I am not able to report the number of votes recorded on the first article during the past 30 days.
View comment · Posted Aug 25, 2022 · Laura
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Laura commented,
Can Zendesk share an approximate date when this could be available?
I'd like to dig deeper into reporting on articles, by grouping them in different ways (categories, sections, labels). Categories and sections I can already report on in Explore. If reporting on labels will not become available in the near future, I would be looking into doing so with Google Analytics. However, I am relying more on Explore and would prefer to do it here. Is this a feature that will become available soon?
Thank you in advance!
View comment · Posted Aug 18, 2022 · Laura
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Laura commented,
Hey everyone,
I am confused about when to use parentheses ( ) and when to use brackets [ ]. I'll explain the context first before getting to the example wherein my confusion lies.
In the paragraph on 'Understanding Explore formulas', it is explained very clearly:
- Parentheses ( ) are used with functions, so that they do not affect other parts of the formula but are contained within themselves. They can be optional, should the function have only one formula.
- Brackets [ ] are used to insert metrics and attributes. They appear to be conditional, meaning that you always must use brackets to insert them. This is not clearly stated though.
As I am currently working with the Guide - Knowledge Capture dataset, I am choosing an example here, but I have observed this in other datasets as well.
Here we have a metric called '% Ticket resolution rate'. It uses the formula:
D_COUNT(Resolution article tickets)/D_COUNT(Linked article tickets)
Both Resolution article tickets and Linked article tickets are metrics. They are calculated metrics that belong to the same dataset.
Why do these metrics not have to be inserted in brackets [ ] but are only in parentheses ( )?
Does this have something to do with whether or not the metric is a 'database counted metric'?
Any help will be appreciated! Thank you in advance!
View comment · Posted Jul 26, 2022 · Laura
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Laura commented,
Hello Dainne Kiara Lucena-Laxamana,
Thanks for your reply.
My question however still prevails.
In the example that you provide, the results of what year are being rendered? Wouldn't you have to specify which year?
View comment · Posted Jul 21, 2022 · Laura
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