Metrics and attributes for the Guide Knowledge Base reporting dataset
ÉpingléeKnowledge Base dataset
Knowledge Base metrics
This section lists and defines all metrics available in the Guide Knowledge Base dataset.
| Metric | Definition | Explore formula |
|---|---|---|
| Article views | The total number of views across all of your articles. | (Article views) |
| Articles viewed | The number of articles that have been viewed. Each article is counted once, even if it is viewed multiple times. | [Views ID] |
| Translations viewed | The number of translations of an articles that have been viewed. This includes articles in the default language of your knowledge base. | [Views ID]+[Views locale] |
| Articles | The total number of articles in your knowledge base excluding any translated articles. | [Article ID] |
| Article votes |
The total number of article votes across all your articles, including translated articles. Votes currently reflect the sum of upvotes and downvotes. For example, if you had ten upvotes (which each add one vote to the total) and five downvotes (which each subtract one from the total), this metric would return "5". |
(Article votes) |
Knowledge Base attributes
This section lists and defines all attributes available in the Guide Knowledge Base dataset.
| Attribute | Definition |
|---|---|
| Views ID | A unique ID number for the article view. This is the same as the article ID. |
| Views locale | The Zendesk locale setting of the article viewer. |
| Views channel | The Zendesk channel from where the article visitor came, for example, Help Center or Mobile SDK. |
| Views user role | The user role and sign-in status of the article visitor, for example End-user (signed in), Staff member (signed in), or Anonymous. |
| Views user role - ungrouped | Internal system user role data. Typically you'll use the Views user role attribute instead of this. |
| Article ID | Each Guide article has a unique ID which you can see in the article URL. This attribute returns each ID. The article ID is the same for each translated version of an article. |
| Article brand | Brands in Guide are a customer-facing identity, represented by one or more Help Centers, Web Widget, Talk, Twitter, and Facebook. |
| Article section | The section name in Guide for each article. This attribute makes a good Explore filter when you only want to report on certain sections of your knowledge base. |
| Article translation title | The title of each article. |
| Article translation language | The language of each article. |
| Time - Article views recorded | Includes several attributes that return the time when each article was viewed. |
| Time - Article created | Includes several attributes that return the time when each article was created. |
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There are three reports I use for KM metrics:
1) All Draft and Published articles owned by each Agent by region ?
2) Lst of all agents and # links, #feedback, # create actions in Knowledge Capture by month
3) Link rate = # tickets closed with links / # tickets closed each month
Are these possible using Explore?
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There is another dataset that is already in Explore around Knowledge Capture that covers some of these. There are some basic details here.
#1 currently isn't addressed, #2 and #3 should be as long as they are dong through the knowledge capture app. There are gaps still if you workflow includes creations from directly in Guide. Though I'm hoping that the Explore release notes that indicate a team publishing dataset is incoming might help address #1 and Guide-side creations for this data. -
It would be nice to have some more details on the metrics. For example, how is it possible that there are more articles viewed than articles in total? And why are there even more, when looking at translations viewed, when our help centre is currently only available in one language?
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Hi,
Do you plan to add more attributes to this dataset?
For example article labels, sections and more information about signed-in users (user id, name, etc.).
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