Agents can useKnowledge in the context panelor theKnowledge Capture appin the Support agent interface to search for and link to help center articles without leaving the ticket. Agents can also add inline feedback to flag articles for updates and create new articles while answering tickets. For more information, seeKnowledge Capture app resources.
You can use Explore to view and create reports that help you analyze activity from Knowledge or the Knowledge Capture app.
The reports described in this recipe are available by default as part of the Knowledge Capture tab on the Zendesk Guide dashboard. For more information, seeAnalyzing your Knowledge or Knowledge Capture app activity. You can use the instructions in this recipe to understand how these reports are built in Explore, and to recreate and customize them as necessary for your own needs.
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What you'll need
技术水平:Basic
Time required:30分钟
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving agents access to Explore)
- Zendesk Guide
- Knowledge in the context panel in Agent Workspace must be available, or the Zendesk Knowledge Capture app must be installed. Additionally, the app must have collected some data by using it for a while. SeeInstalling the Knowledge Capture app.
- A blank Explore report using theGuide: Knowledge Capturedataset. For help creating a new report, seeCreating reports.
Basic reports
In this topic, you'll learn about how you can use Explore to report about some of the basic Knowledge or Knowledge Capture app operations.
How many article links have been created?
When you find an article using Knowledge or the Knowledge Capture app to search, you can add a link to it in the ticket. Any link in a ticket comment is recorded by Knowledge or the Knowledge Capture app, regardless of whether it was added manually or by using the app. However, links included in public or private Chat transcripts are not recorded by Knowledge or the Knowledge Capture app.
To show how many article links have been created
- In theMetricspanel of your blank report, clickAdd.
- From the list of metrics, chooseKnowledge Capture events>Linked articles,然后单击Apply.
Explore displays the total number of article links created with Knowledge or the Knowledge Capture app.
How many articles have been flagged?
With Guide, agents can use Knowledge or the Knowledge Capture app to add feedback to flag existing articles. If a ticket reveals missing or incorrect information in an article, an agent can add a comment near the relevant text describing the needed change to flag the article for an update.
To show how many articles have been flagged
- In theMetricspanel of your blank report, clickAdd.
- From the list of metrics, chooseKnowledge Capture events>Flagged articles,然后单击Apply.
Explore displays the total number of articles flagged using Knowledge or the Knowledge Capture app.
How many articles have been created?
With Guide, agents can use Knowledge or the Knowledge Capture app to create new articles usingpre-defined templates.
To show how many articles have been created
- In theMetricspanel of your blank report, clickAdd.
- From the list of metrics, chooseKnowledge Capture events>Created articles,然后单击Apply.
Explore displays the total number of articles created using Knowledge or the Knowledge Capture app.
Advanced reports
In this topic, you'll use the information you've already learned to produce more complex reports.
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Which articles are most linked to tickets?
In this example, you'll create a table that lists the top 20 articles that have been linked to a ticket from Knowledge or the Knowledge Capture app. This can give some indication of articles that are effectively helping to solve tickets.
To create the report
- In theMetricspanel of your blank report, clickAdd.
- From the list of metrics, chooseKnowledge Capture events>Linked articles,然后单击Apply.
Explore displays the number of articles that have been linked to using Knowledge or the Knowledge Capture app.
- In theRowspanel, clickAdd(adding to theRowspanel causes Explore to generate a table).
- From the list of attributes, chooseArticle>Article translation title,然后单击Apply.
Explore generates a table of all your articles together with the number of times they have been linked to.
- To restrict the table to the top 20 results, click the result manipulation menu (
), and then clickTop/bottom. - On theTop/bottompage, selectTop, then enter20for the top value.
- When you are finished, clickApply.
Explore displays the table showing only the top 20 values. You can sort the table into order by clicking the arrow in the heading of any column.
Which agents flagged the most articles this year?
In this example, you'll create a table that shows which agents flagged the most articles for updates based on tickets this year. This can be a great way to show which agents are most engaged with keeping your content accurate and up-to-date.
To create the report
- In theMetricspanel of your blank report, clickAdd.
- From the list of metrics, chooseKnowledge Capture events>Flagged articles,然后单击Apply.
Explore displays the number of articles that have been flagged using Knowledge or the Knowledge Capture app.
- In theRowspanel, clickAdd(adding to theRowspanel causes Explore to generate a table).
- From the list of attributes, chooseAgent>Agent name,然后单击Apply.
Explore generates a table of all your agents together with the number of times they have flagged an article.
- To show only flagged articles this year, add a filter. In theFilterspanel, clickAdd.
- From the list ofFilters, chooseTime - Knowledge capture event>Event - Date,然后单击Apply.
- Click theEvent - Datefilter you just added, and then clickEdit date ranges.
- On theDate rangepage, chooseThis year,然后单击Apply.
Explore displays the table showing only the results for the current year. You can sort the table into order by clicking the arrow in the heading of any column.
Next steps
TheGuide: Knowledge Capturedataset contains many metrics and attributes that you can use to help you create your own reports. For a list of available metrics and attributes, seeMetrics and attributes for Zendesk Guide.
9 Comments
is it possible to report on KC engagement per agent (compared to their assigned solved tickets)? i was hoping to add it as another column to the default "Knowledge Capture: Knowledge Capture activity by agent" query.
Hey Rachel! Sorry for the delayed response. There's actually adefault metric in the Knowledge Capture dataset呼叫ed % Agent Engagement Rate that measures just this! It's also included on thedefault Knowledge Capture dashboard. You can use the Agent Name filter at the top of the dashboard to see the Engagement for individual agents.
Is there a way to report on link rate by user? We want to see how often each rep is linking articles to tickets, on a rep-by-rep basis.
You can indeed report onrep-by-rep basis. You can use the attribute "user name" and maybe add a time attribute, for instance "Calendar - Week of the year".
胡里奥·R。i should have been more clear...
we are looking for the article linking rate, which works until you try to add user or assignee as a column or row. Each time for us, it shows that each agent is linking 100% of the time, which simply cannot be true
I have created a ticket on your behalf and I will contact you shortly through it. There we can take take a deeper look into your question.
胡里奥·R。is there an update on your last comment? I'm also interested in showing the linking rate per agent but I am seeing the same issue that Bobby has reported above.
如果复制粘贴链接从一个代理the guide, would it still count as a linked article?
Linked articles shows the number of articles linked using Knowledge or the Knowledge Capture app in a ticket. Any link in a ticket comment is recorded by Knowledge Capture, regardless of whether it was added manually or using the Knowledge Capture app.
For more information, seeInserting links to articles in tickets.
Pleasesign into leave a comment.