Hi everyone, we recently did a customer Q and A session about migrating from Insights to Explore. I chose a couple of questions that we're very commonly asked and here is a summary of my presentation.

First, take a look at the reporting page in Zendesk Support. If you’ve moved from Insights to Explore, it’s going to look different, but not that different.

Firstly, the Overview, Leaderboard, and Satisfaction tabs are gone. You’ll now use Explore to report on these. See Explore pre-built dashboards

Of course, the Insights tab will be gone. The Knowledge Base and Search tabs remain. If you have Gather, you’ll also still see the Community tab. These are not powered by Insights, so remain available.

But why is the Knowledge Base tab still there you ask? We’ve just started to release new knowledge base reporting for Explore. We’re currently rolling this out with the intention of being complete by 22nd February. At least until then, you can access knowledge base reporting from Support and Explore.

We don’t have Explore reports for Search and the Community just yet, but they are on the roadmap. Follow our announcements section to be the first to know when they are coming. In the meantime though, they’ll stay right where they are in the Support console.

So next, for the people who already have it and for those of you who will get it soon, here’s a short demo of the new knowledge base features in Explore.

First, we have a pre-built dashboard that gives you the basics you’ll need to report on your article views and more. Using the filters on the dashboard lets you report on just about anything related to your knowledge base statistics. If there’s a report you need, there’s a good chance you can see it here.

If you want something that’s not included in the pre-built reports, and you’re using Explore Professional or Enterprise, you can create your own reports. For this example, we’ll create a quick report to show your top ten article page views last week.

1. Open Explore and create a new query using the Zendesk Guide: Knowledge base dataset
2. In the Metrics panel, add the Views metric. Make sure to set the aggregator to SUM. You’ll now see the total number of views for all of your articles.
3. In the Rows panel, add Article title. This slices up the views by article name. Now, we’ll narrow down the results more by including only articles viewed last week.
4. Add a Filter for Views > Date. Set this filter to only include Views last week.

Finally, we only want to include the top ten viewed articles this week. To do this, from the Result manipulation page, add a top/bottom filter.