Explore recipe: Analyzing Knowledge activity



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Agents can use Knowledge in the context panel in 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.


You can use Explore to view and create reports that help you analyze activity from Knowledge.
The reports described in this recipe are available by default as part of the Knowledge Capture tab on the Zendesk Knowledge dashboard. 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.
This article contains the following topics:

What you'll need
Basic reports
Advanced reports
Next steps



What you'll need

Skill level: Basic
Time required: 30 minutes

Zendesk Explore Professional or Enterprise
Editor or Admin permissions (see Giving agents access to Explore)
Zendesk Knowledge
Knowledge in the context panel in Agent Workspace must be available. Additionally, it must have collected some data by using it for a while.
A blank Explore report using the Guide: Knowledge Capture dataset. For help creating a new report, see Creating reports.




Basic reports

In this topic, you'll learn about how you can use Explore to report on some of the basic Knowledge operations.

How many article links have been created?
How many articles have been flagged?
How many articles have been created?



How many article links have been created?

When you find an article using Knowledge to search, you can add a link to it in the ticket. Any link in a ticket comment is recorded by Knowledge, regardless of whether it was added manually or not. However, links included in public or private Chat transcripts are not recorded by Knowledge.
To show how many article links have been created

In the Metrics panel of your blank report, click Add.
From the list of metrics, choose Knowledge Capture events > Linked articles, then click Apply.

Explore displays the total number of article links created with Knowledge.




How many articles have been flagged?

With Knowledge, agents can use Knowledge 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 the Metrics panel of your blank report, click Add.
From the list of metrics, choose Knowledge Capture events > Flagged articles, then click Apply.

Explore displays the total number of articles flagged using Knowledge.




How many articles have been created?

Agents can use Knowledge to create new articles using pre-defined templates.
To show how many articles have been created

In the Metrics panel of your blank report, click Add.
From the list of metrics, choose Knowledge Capture events > Created articles, then click Apply.

Explore displays the total number of articles created using Knowledge.





Advanced reports

In this topic, you'll use the information you've already learned to produce more complex reports.
This section contains the following topics:

Which articles are most linked to tickets?
Which agents flagged the most articles this year?



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. This can give some indication of articles that are effectively helping to solve tickets.
To create the report

In the Metrics panel of your blank report, click Add.
From the list of metrics, choose Knowledge Capture events > Linked articles, then click Apply.
Explore displays the number of articles that have been linked to using Knowledge.

In the Rows panel, click Add (adding to the Rows panel causes Explore to generate a table).
From the list of attributes, choose Article > Article translation title, then click 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 click Top/bottom.
On the Top/bottom page, select Top, then enter 20 for the top value.
When you are finished, click Apply.
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 the Metrics panel of your blank report, click Add.
From the list of metrics, choose Knowledge Capture events > Flagged articles, then click Apply.
Explore displays the number of articles that have been flagged using Knowledge.

In the Rows panel, click Add (adding to the Rows panel causes Explore to generate a table).
From the list of attributes, choose Agent > Agent name, then click 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 the Filters panel, click Add.
From the list of Filters, choose Time - Knowledge capture event > Event - Date, then click Apply.
Click the Event - Date filter you just added, and then click Edit date ranges.
On the Date range page, choose This year, then click 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

The Guide: Knowledge Capture dataset contains many metrics and attributes that you can use to help you create your own reports. For a list of available metrics and attributes, see Metrics and attributes for Zendesk Knowledge.



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