In this Explore recipe, you’ll learn how to report on the total number of views a category in your knowledge base has received, across all articles in that category.
While Explore doesn't include a default attribute for help center category, you can create a group attribute that groups articles by the categories they belong to.
This article contains the following topics:
What you'll need
Skill level: Intermediate
Time required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeGiving users access to Explore)
- Article data in Zendesk Guide
Creating the group attribute
- In Explore, click the reports (
) icon. - In the Reports library, clickNew report.
- On theSelect a datasetpage, clickGuide>Guide -亚博官方app,然后单击Start report. The report builder opens.
- In theCalculationsmenu (
), selectGroup. - In theAttribute namefield, name your calculated attributeArticles by category.
- In theComputed fromfield, selectArticle title.
- In the left column under theSearchbox, select an article and click the plus (+)图标来创建您的第一个类别。添加更多的艺术icles to that same category by selecting their titles in the left column and clicking the right arrow (→) icon.
- Rename your category by clicking the line in the right column that starts with "Group [title of the first article you added to the category]" and entering your desired category name.
- Repeat the previous two steps to create more categories. For help, seeCreating groups.
- ClickSave.
Creating the report
- In theMetricspanel, clickAdd>Knowledge base engagement>Article views.
- ClickApply.
- Change the metric aggregatortoSUM.
- In theRowspanel, clickAdd>Calculated attributes>Articles by category.
- ClickApply.
The resulting report is a table that lists the categories in your help center and how many views each category has.
Enhancing the report
If you want, you can take a few extra steps to list the specific articles that belong to each category, with a subtotal row that still shows the total number of views for each category.
- In theRowspanel, clickAdd>Articles>Article title.
- (Optional) Filter out theNULLvalue by clicking theArticle titleattribute you just added, selecting theExcludedtab, and selectingNULL>Apply. (The NULL value comes from articles that previously had views but have since been deleted.)
- In theResult manipulation(
) menu, clickTotals, selectSubtotals onRows, and clickApply.
Your report now shows which articles are included in each category, with aSumline that still shows the total views for that category.
Additionally, you might have noticed that the total number of views for theTestingcategory in the screenshot above is different than in the previous section's screenshot. This is because we filtered out the NULL value.
5 Comments
Thanks for outlining this query. If I'm reading this correctly, for a category that has 500 articles, we would have to manually place each article title one by one in each category in the attribute?
That is right, I'm afraid there is no other workaround at the moment. You will need to manually group the articles when building the custom attribute.
Ryan Boyer- I haven't tested this personally but I believe you could achieve the same while using Section Title for grouping rather than the article title.
You would just have to click 'Calculations' and change your "Computed from" to Section Title.
(You can then match these groups to your Guide Categories fairly simply)
Unfortunately, the attribute isn't working for me as I'm getting every single article title from the knowledge base appear as opposed to the handful I've selected for my grouping (the grouping doesn't show at all).
Has anyone else run into this issue?
I have replied to your Support ticket about this. Let's keep the conversation in the ticket so I can help you further with the report!
Pleasesign into leave a comment.