Report on guide users segments

11 Comentarios

  • Ryan Boyer

    I agree with @.... We would also like to report on user segments as an attribute in both the Team Publishing and Knowledge Base datasets. With this information, we could do more granular reporting on articles based on which groups are managing them and which are viewing them. 

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  • Jaïs Pingouroux

    Thanks @... for your comment. May I invite you to upvote this topic then?

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  • Ryan Boyer

    Totally forgot to do that, @.... Just upvoted it!

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  • Khajik Khajadourian

    Hello,

    This is a need for our company as well. We have an internal help center where we have user segments by role and by country. Our team needs to one able to report on what user segments are viewing certain articles more. Is there any plan to implement this into Explore? Is there a custom metric we can make for this? 

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  • Jaïs Pingouroux

    Gentle up on that topic, one year later, still no sign of such a simple metrics.

    Explore metrics on guide are simply useless...

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  • Phillip Stewart

    Hear, hear!

    The dataset for Support (Tickets) is rich. 

    The datasets for Guide are inadequate by comparison.

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  • Orsolya Forster
    Zendesk Product Manager

    Hello all,

    The current datasets (Knowledge base, Search and Community) allow you to filter on user roles, and distinguish anonymous users, logged in end users and staff. I certainly understand the need for more granularity, and will address these requests on our roadmap soon.

    May I ask if by "user segments" you mean the attribute available in the user profiles in Support?

    Cheers!

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  • Ryan Boyer

    Hi, Orsolya Forster! Yes, the User Segments on the user's support profile (see below) would be one part of identifying the users. In addition, we break down our users further by Tags and Org., so those attributes would be desirable filters as well. 

     

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  • Phillip Stewart

    Hi Orsolya Forster - yes, exactly what Ryan said.

    The current filtering by user roles is necessary, but it's not enough.  "Logged in end-users" is too broad. That includes all of our customers,  and even our own (non-agent) staff.  There's a diversity of information needs and help centre experiences within that extremely broad group.

    I need to be able to see how well the KB is supporting our own non-agent staff, our large enterprise customers, our smaller customers, customers in various regions etc.  Having the ability to filter by Organisation and Tag would be one way to get this information.  

     

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  • Beth Batey

    We are using user segments so we can make different articles visible to customers who have purchased different products. We have our basic product and a "lite" version, so many of the articles have the same name and similar content (but not the same). It is becoming unmanageable, especially since there's no way to tell which product the article is about without going in an editing it. You have no idea how many times I've opened an article to edit it only to find out that the article applies to the other product.

    I need to be able to pull reports that show one product or the other, with all the information about each one, before I lose my mind.

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  • Nita Sexton

    Yes, I want to report better on my Guide users!!

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