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Zendesk Guide의 메트릭 및 속성

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Rob Stack

Zendesk Documentation Team

2025년 3월 06일에 편집됨

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      David Wexelblat

      It seems that Help Center links in Macros are counted as Knowledge Capture links when the Macros is used in a public comment. Is that correct?

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      Aaron Tevis

      In Explore Guide, is there any way to see which users searched certain queries? For instance, if XYZ is the most searched query, am I able to see which users searched for XYZ?

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      Elaine

      Hi Hannah,
       
      The attribute "Engagement User Role - unsorted" likely refers to a categorization or classification of user roles within an engagement system or platform. In this context, "unsorted" indicates that the user roles are presented in a list without any specific sorting criteria applied, such as alphabetical order or hierarchical arrangement.
       
      Essentially, it means that the user roles are displayed in a raw or unorganized format, without any predetermined order imposed on them. This might be useful in situations where the order of user roles is not relevant, or where the data will be further processed or sorted by the user or system later on.
       
      But you may use Engagement User Role attribute instead.

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      Elaine

      Hi Hannah,
       
      Unfortunately, I don't see that this is possible. You can only exclude either a viewer, admin, or agent. Please see attached screenshot.
       

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      Hiedi Kysther

      Oi,
       
      Vejo que você já enviou um ticket para nossa equipe de suporte. Tenha certeza de que nossa equipe cuidará de sua preocupação.
       
      Tenha um ótimo dia!

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      Vinicius Henrique da Silva

      Gostaria de saber o que é o resultado "Unknown result type" para o relatório de pesquisa na opção "Tipo de clique da pesquisa".

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      Hannah Lucid

      Hello! 

      We have an Internal Knowledge Base that is only available to Agents. I was wondering if there was a way to filter by the agent who viewed an article so I can EXCLUDE myself out of this equation and understand what our teams are viewing/searching/etc. Is this possible?

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      James G

      Hello Efrat, 
       
      Unfortunately, attributes like Author name is not available in the Team publishing dataset so creating a report showing how many articles published by a specific author name is not possible at the moment. 
       
      Also, linking the Author name or Article author attributes to the Team publishing event type or ID will also not work since they are not equivalent attributes. It will only work if there is an Author name or Article author attribute present in the Team publishing dataset. More details about linking attributes here - Link data filters 
       
       

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      Efrat Barak Zadok

      In the Team publishing report - i am trying to see articles published which were created by a specific author name.

      How can I do that?

      I have tried to add article author data filter in my dashboard and link that filter to the Team publishing event type or id - but it is not working. 
      Any advice here?

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      Noly Maron Unson

      Hi Matthew,

      Different datasets may contain attributes that are unique to them and not available to other datasets. In this case, "Time – Article last updated" is an attribute unique to the Knowledge Capture dataset and is not available to the Guide Knowledge Base dataset which is what you're currently using.

      Thank you for your understanding.

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