Need a link rate calculation
We need to pull the linking information in closed tickets and calculate the link rate.
Link Rate = # of closed tickets with KB links / # closed tickets
Is there a way to create a calculation in an explore report?
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That is unfortunate as this is an important KCS measure. When will we be able to report from multiple datasets?
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@... - I think this is actually possible!
If you're using the Knowledge Capture dataset, you do have access to some Ticket attributes. There's a metric called % Article linking rate:
D_COUNT(Linked article tickets)/DCOUNT_VALUES([Ticket ID])
And then all you should need to do is add a filter for Ticket Status = Closed.
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To get the rate per agent, do I use the User role = agent?
Seems I get alot of 100% linking rate values for the agents. I don't think it should be that high. What could be the issue?
Also, if I use the Closed tickets (ticket status), and % resolution rate, the values are all zero. Not sure why?
I want to see the values: # closed tickets w KB vs # closed tickets for that timeframe. I use both values in my link rate calculation
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Hi Mary Paez! Did you ever happen to resolve this? We find ourselves in the same boat currently, trying to build out reports and dashboards for our recently launched KCS program, and in searching came to this post.
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We had to create 2 separate reports:
# closed tickets monthly per agent
# closed tickets with KB
Then I put into a spreadsheet and do the calculatiion in the third column
# closed tickets with KB / # closed tickets monthly per agent
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Mary Paez - Oh yikes. It's ridiculous this remains unreportable directly inside the place where all the data itself already happens to be. Why does Zendesk make this so difficult?
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Maybe things are not thought out well. But, I'm sure someday we will see better reporting. This is a fundamental Knowledge Management metric that should be part of Explore. I think it requires the use of multiple datasets (ticketing & Knowledge Capture) which they don't have available.
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That is indeed the problem, you can't yet use two datasets in one query in Explore. In theory, you'd be able to create a Link rate calculated metric using the following metrics: Linked article tickets by Guide and the Resolved tickets from Support.
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