Guide Data Analytics in Explore

We've been putting a lot of work to give our KB the value we think it deserves, but now we don't have any reliable way to monitor if our customers are using it. It would be nice to include parameters like: number of customer views, agents number of views, upvote/downvotes, number of subscribers of the articles etc.

The most important metric for help articles (for us) is the number of Up and Down votes, as well as track the evolution over time, e.g. being able to pick a time frame (month & year) to see if there is a change in votes after updating the article.

Our needs are fairly simplistic at the moment. We're looking for the number of contributed articles within a date range. Our agents all have a monthly goal of x articles contributed. However, many of the other suggestions here would be nice to have on a "Guide" dashboard. 

I would like to make a query showing the helpdesk visits, the visits of the contact form page an the actually created tickets.

We provide good content in the helpdesk and our contact form provides solutions as well already so most of the tickets don't even come into existance.

However there is no way I see to make a query for this.

I believe visits on helpdesk and visits of contact form are the users with questions. All questions that doesn't result in a ticket can be considered solved.

What's the progress on this? We to are implementing KCS and not having all data available in Insights in Explore is very confusing.

I agree with all the previous comments, we need the Search data to understand what our customers are looking for and if they got a result or no.

We would also love to see reporting for Guide as we embark down the KCS journey.

Hi everyone! I forgot to mention regarding up/down votes -- it would be nice to get the data for translated articles separately as well. We are going multilingual and measuring the quality of localized articles is a necessity. Thanks!

Hi

I would like to be able to see the following:

1. How many articles  upvoted and downvoted - number, broken into sections and categories to understand what's helpful as a whole section as well as individual articles

2. Percentage of articles with over XX upvotes, percentage of articles with over XX downvotes

2. Upvotes and downvotes in a time period

3. Upvotes and downvotes since article updates (to gauge if improvements to the article are as helpful as we'd hope)

4. Articles created by agents (full and light) - number, date range, 

5. Articles created by certain agents (full and light) + downvote and upvote number - to gauge if agents are creating quality articles or just trying to meet a KPI of article creation

6. Tickets rated as good or bad and include linked articles

7. Number of subscriptions/follows on articles and sections

8. Search data - what and how many times customers and agents are searching for something and do and don't get helpful results.

Ideally would be great to no have to use Explore and Google Analytics together. If all in one place you can have the full picture.

Not sure what's possible but hope this is helpful.

Thanks