Knowledge Capture Reporting Needs Improvement: Should Reflect Actual Knowledge Capture App Usage

6 Commentaires

  • Brett - Community Manager
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    Thanks again for sharing this detailed feedback Lila!

    I'll pass this information along to the appropriate team :)


  • Jacqi Jordan
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    We are also running into this issue. We need to be able to track the usage of the Knowledge Capture App specifically since it provides an option for our customers to close a ticket while visiting the articles themselves. Adding a link to an article does not provide this functionality. Without breaking out the stats between the Knowledge Capture App and simply pasting a link, how can we track and coach our agents to use the KB appropriately?

    When will the differentiation between the true Knowledge Capture App vs. simply adding a link to a ticket response be broken out?

  • Rafael Franca Silverio
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    We agreed with Lila.


    Our report follows:


    We are creating a report using the Knowledge Capture application events to identify the article indications.

    However, we find an occurrence:

    The event used adds indication actions when using the "Link article" option of the Knowledge Capture application, and also when the analyst copies and pastes the article url from the Zendesk Help Center.

    Our problem is that many analysts have macros that contain an article url from the Zendesk Help Center to finalize service with guidelines but not to resolve through an Help Center article. Thus, the numbers will be impacted with indications that should not be counted.

    Therefore, we suggest distinguishing the events of the Knowledge Capture application when the "Link article" option is used and when inserting the url of an article in another way.

  • Allison S
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    yup! i 1000% agree with te above comments! Same issue over here - we can't measure agent engagement with the KC app since it counts the time's agents link articles - I like to know that metric, but maybe it can be a separate field to monitor along with the agent's usage of the KC app. 

    We also have articles links in macros. 

  • Fred Thomas
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    I have a bit of a different use case. We actually appreciate that any article links our agent inserts in a ticket are counted. What we would like to see is that articles linked via a chat session are counted as well. Our comms with customers is overwhelmingly chat-based, I want to get better visibility into the articles being sent to customers via Chat.

  • Ryan Boyer
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    I also agree. In our instance, we have several teams that put links to articles into macros to make them quickly available. Currently, there is no way to segment out the linking activity in Knowledge Capture vs. Macros in Explore. This data would be beneficial to have because if we see an article that is being linked a lot in Knowledge Capture, then we could make a Macro to make the process more efficient.


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