Using the Guide Knowledge Base dashboard
ÉpingléeThis new Knowledge Base EAP helps you understand how often your Help Center articles are being viewed, which articles are being voted up or down, and more. The dashboard can help you identify if customers are finding and viewing your articles, identify trends, and find out which articles receive the most votes.
Accessing the Knowledge Base dashboard
Use the following procedure to access the Knowledge Base dashboard.
To access the Knowledge Base dashboard
- In the Zendesk product tray, click the Explore icon (
). - From the list of dashboards, select the Zendesk Guide: Knowledge Base EAP dashboard.
Understanding the Knowledge Base dashboard reports
The Knowledge Base dashboard shows information about article views, votes, locales, and more. You can filter the reports on the dashboard by Time, Brand, Channel, User role, and Language.
Knowledge Base dashboard headline metrics
This tab displays the following headline metrics (KPIs) for the time range you specify:
- Total views: The total number of page views across all of your articles.
- Articles viewed: The total number of articles that have been viewed. Translations of an article are counted as a separate article. However, you can use the Language filter to restrict the locales that are shown in this KPI.
- Views per article: This shows the average number of page views for each article that was viewed.
Knowledge Base dashboard reports
This tab displays the following reports for the time range you specify:
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Views by channel: Displays the number of page views received from each of your channels, for example, your Help Center or Mobile SDK.
This report can't be filtered by channel.
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Views by user role: Displays the percentage of page views from each user role (like end user, staff member, or anonymous).
This report can't be filtered by user role.
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Views by date: Displays the daily number of page views over the time period you specify.
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Knowledge base activity by article: Displays detailed information about all of your knowledge base articles.
For each article, you can see the article name, ID, locale, number of page views, and the number of votes.
Use the Article ID search box to search for specific articles and the Top/Bottom filter to restrict your results by Article views or Article votes.
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I like being able to select or deselect all user roles. What is a scenario for using Selected AND Excluded user roles--when you can exclude by not selecting?
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I hope you can help me understand your feedback better. Currently in Explore we're able to pick Selected or Excluded in the data filter, and next select all user roles to select/exclude them from the data, respectively. Also we can do
- Selected > Select all > Unmark option X : This select all data expect option X
- Excluded > Select all > Unmark option X : This excludes all data expect option X, thus selects only option x data.
Does this match your user experience? Let me know if you have further questions.
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Hi there - I'm trouble accessing the Zendesk Guide: Knowledge Base EAP dashboard. When I open Explore and click 'Zendesk Guide' I can access the Answer Bot, Knowledge Capture and Team Publishing tabs. However, I can't see how to locate this dashboard or any of the metrics outlined in this post. Can someone point me in the right direction?
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Hello Megan Simpson,
We've stopped taking registrations for participation in this Early Access Program. Thanks for showing interest in this EAP, and let us know if we can help in any other way.
Best regards.
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Thanks for letting me know Devan. Is there are an ETA on when this dashboard will be released? Is it likely to be before Insights is retired?
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HI,
Will this dashboard include the approval rating of an article? It would be nice to have that feedback within the dashboard.
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Hello Megan Simpson,
Apologies for the delay, but at this time, we have no ETA to announce on release date at this time. I would recommend subscribing to our Zendesk announcement page in our Help Center to stay updated on product releases.
Best regards.
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Hey Geofrey Victory,
Just to clarify if by approval rating of an article you mean votes positive or negative then yes it will be included!
Best regards.
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