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Add archived articles to the Guide dashboard usage report

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Carrie Doring

Publicado 03 de mai. de 2022

Feature Request Summary: 

Currently, all views (and votes) for archived articles get rolled up into one line on the article view section of the Guide dashboard in Explore.  This doesn't give us an accurate representation of what our users viewed when we look at a longer time period

Description/Use Cases: 

  1. Agent opens the Guide dashboard in Explore
  2. Agent selects one year as the time period
  3. Agent sees a row at the top of the report with no title or author, showing large usage.  This line represents all archive articles rolled up

 

Business impact of limitation or missing feature:

Archived articles are an important part of KB view history for a help center.  Not being able to break out these articles into separate rows in the article view report can throw off the entire report if we want to look at usage over a large time period.

Other necessary information or resources:

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      Thomas Joussot

      Hi 1263082168649,

      A workaround I've seen some customers use is to create a section where they can move articles that they want to archive, and instead restrict the viewing permissions to only admins or their KB team.

      It looks like archived articles that have been restored (with viewing permissions set to admin agents and admins only) don't seem to show up in Explore. Does that mean we lose everything we need for reporting once an article as been archived once?

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      Jake Bantz

      Hi Carrie,

      Thanks a bunch for sharing your feedback on this. This behavior is common for Explore (not just Guide reporting) when reporting on events (like votes, comments, views), but the object to which the events are tied is deleted, archived, etc. The events no longer have a parent item under which we can aggregate these events. A workaround I've seen some customers use is to create a section where they can move articles that they want to archive, and instead restrict the viewing permissions to only admins or their KB team.

       

      That being said, I will pull this into our product feedback so that we can assess this behavior for the Guide dataset as we make future dataset and dashboard updates.

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