Explore recipe: Analyzing Knowledge activity

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<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a></div>
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<div class="note important" id="topic_dvj_3y3_cz__note_dkd_j4x_41c">
<span>Agents can use </span><span href="/hc/en-us/articles/4408835161114" target="_self">Knowledge in the context panel<span> 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. </span> </span>
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<p class="p">You can use Explore to view and create reports that help you analyze activity from Knowledge.</p>
<p class="p">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.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_recipe_knowledge_capture__ul_kbr_gc5_yhb">
<li class="li"><a class="xref" href="#topic_ih4_hkw_5hb">What you'll need</a></li>
<li class="li"><a class="xref" href="#topic_avw_3c5_yhb">Basic reports</a></li>
<li class="li"><a class="xref" href="#topic_bby_3c5_yhb">Advanced reports</a></li>
<li class="li"><a class="xref" href="#topic_y5y_3c5_yhb">Next steps</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ih4_hkw_5hb">
<h2 class="title topictitle2" id="ariaid-title2">What you'll need</h2>
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<p class="p">Skill level: <em class="ph i">Basic</em></p>
<p class="p">Time required: <em class="ph i">30 minutes</em></p>
<ul class="ul" id="topic_ih4_hkw_5hb__ul_kxt_vcl_4fb">
<li class="li" dir="ltr">Zendesk Explore Professional or Enterprise</li>
<li class="li" dir="ltr">Editor or Admin permissions (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970-Adding-users-to-Explore" rel="noopener" target="_blank">Giving agents access to Explore</a>)</li>
<li class="li" dir="ltr">Zendesk Knowledge</li>
<li class="li">Knowledge in the context panel in Agent Workspace must be available. Additionally, it must have collected some data by using it for a while. </li>
<li class="li">A blank Explore report using the <strong class="ph b">Guide: Knowledge Capture</strong> dataset. For help creating a new report, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530-Creating-queries" rel="noopener" target="_blank">Creating reports</a>.</li>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_avw_3c5_yhb">
<h2 class="title topictitle2" id="ariaid-title3">Basic reports</h2>
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<p class="p">In this topic, you'll learn about how you can use Explore to report on some of the basic Knowledge operations.</p>
<ul class="ul" id="topic_avw_3c5_yhb__ul_ihr_h25_yhb">
<li class="li"><a class="xref" href="#topic_pb3_325_yhb">How many article links have been created?</a></li>
<li class="li"><a class="xref" href="#topic_mdr_325_yhb">How many articles have been flagged?</a></li>
<li class="li"><a class="xref" href="#topic_mfs_325_yhb">How many articles have been created?</a></li>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_pb3_325_yhb">
<h3 class="title topictitle3" id="ariaid-title4">How many article links have been created?</h3>
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<p class="p">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.</p>
<p class="p"><strong class="ph b">To show how many article links have been created</strong></p>
<ol class="ol" id="topic_pb3_325_yhb__ol_gsz_5f5_yhb">
<li class="li">In the <strong class="ph b">Metrics</strong> panel of your blank report, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Knowledge Capture events</strong> &gt; <strong class="ph b">Linked articles</strong>, then click <strong class="ph b">Apply</strong>.</li>
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<p class="p">Explore displays the total number of article links created with Knowledge.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_pb3_325_yhb__image_jfr_wk5_yhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_kc_2.png" width="400"></p>
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<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_mdr_325_yhb">
<h3 class="title topictitle3" id="ariaid-title5">How many articles have been flagged?</h3>
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<p class="p">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.</p>
<p class="p"><strong class="ph b">To show how many articles have been flagged</strong></p>
<ol class="ol" id="topic_mdr_325_yhb__ol_gs3_vf5_yhb">
<li class="li">In the <strong class="ph b">Metrics</strong> panel of your blank report, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Knowledge Capture events</strong> &gt; <strong class="ph b">Flagged articles</strong>, then click <strong class="ph b">Apply</strong>.</li>
</ol>
<p class="p">Explore displays the total number of articles flagged using Knowledge.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_mdr_325_yhb__image_k13_vk5_yhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_kc_1.png" width="400"></p>
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<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_mfs_325_yhb">
<h3 class="title topictitle3" id="ariaid-title6">How many articles have been created?</h3>
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<p class="p">Agents can use Knowledge to create new articles using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828223898" rel="noopener" target="_blank">pre-defined templates</a>.</p>
<p class="p"><strong class="ph b">To show how many articles have been created</strong></p>
<ol class="ol" id="topic_mfs_325_yhb__ol_wv4_vf5_yhb">
<li class="li">In the <strong class="ph b">Metrics</strong> panel of your blank report, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Knowledge Capture events</strong> &gt; <strong class="ph b">Created articles</strong>, then click <strong class="ph b">Apply</strong>.</li>
</ol>
<p class="p">Explore displays the total number of articles created using Knowledge.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_mfs_325_yhb__image_upz_xk5_yhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_kc_3.png" width="400"></p>
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<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_bby_3c5_yhb">
<h2 class="title topictitle2" id="ariaid-title7">Advanced reports</h2>
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<p class="p">In this topic, you'll use the information you've already learned to produce more complex reports.</p>
<p class="p">This section contains the following topics:</p>
<ul class="ul" id="topic_bby_3c5_yhb__ul_yp4_d5c_vhb">
<li class="li"><a class="xref" href="#topic_exz_rl5_yhb">Which articles are most linked to tickets?</a></li>
<li class="li"><a class="xref" href="#topic_kr3_sl5_yhb">Which agents flagged the most articles this year?</a></li>
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<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_exz_rl5_yhb">
<h3 class="title topictitle3" id="ariaid-title8">Which articles are most linked to tickets?</h3>
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<p class="p">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.</p>
<p class="p"><strong class="ph b">To create the report</strong></p>
<ol class="ol" id="topic_exz_rl5_yhb__ol_zfk_lhb_zhb">
<li class="li">In the <strong class="ph b">Metrics</strong> panel of your blank report, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Knowledge Capture events</strong> &gt; <strong class="ph b">Linked articles</strong>, then click <strong class="ph b">Apply</strong>.
<p class="p">Explore displays the number of articles that have been linked to using Knowledge.</p>
</li>
<li class="li">In the <strong class="ph b">Rows</strong> panel, click <strong class="ph b">Add</strong> (adding to the <strong class="ph b">Rows</strong> panel causes Explore to generate a table).</li>
<li class="li">From the list of attributes, choose <strong class="ph b">Article</strong> &gt; <strong class="ph b">Article translation title</strong>, then click <strong class="ph b">Apply</strong>.
<p class="p">Explore generates a table of all your articles together with the number of times they have been linked to.</p>
</li>
<li class="li">To restrict the table to the top 20 results, click the result manipulation menu (<img alt="" class="image" id="topic_exz_rl5_yhb__image_ayn_jgy_xhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_result_manipulation.png">), and then click <strong class="ph b">Top/bottom</strong>.</li>
<li class="li">On the <strong class="ph b">Top/bottom</strong> page, select <strong class="ph b">Top</strong>, then enter <strong class="ph b">20</strong> for the top value.</li>
<li class="li">When you are finished, click <strong class="ph b">Apply</strong>.
<p class="p">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.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_exz_rl5_yhb__image_x4p_vkb_zhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_kc_4.png" width="850"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_kr3_sl5_yhb">
<h3 class="title topictitle3" id="ariaid-title9">Which agents flagged the most articles this year?</h3>
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<p class="p">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.</p>
<p class="p"><strong class="ph b">To create the report</strong></p>
<ol class="ol" id="topic_kr3_sl5_yhb__ol_tcr_whb_zhb">
<li class="li">In the <strong class="ph b">Metrics</strong> panel of your blank report, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of metrics, choose <strong class="ph b">Knowledge Capture events</strong> &gt; <strong class="ph b">Flagged articles</strong>, then click <strong class="ph b">Apply</strong>.
<p class="p">Explore displays the number of articles that have been flagged using Knowledge.</p>
</li>
<li class="li">In the <strong class="ph b">Rows</strong> panel, click <strong class="ph b">Add</strong> (adding to the <strong class="ph b">Rows</strong> panel causes Explore to generate a table).</li>
<li class="li">From the list of attributes, choose <strong class="ph b">Agent</strong> &gt; <strong class="ph b">Agent name</strong>, then click <strong class="ph b">Apply</strong>.
<p class="p">Explore generates a table of all your agents together with the number of times they have flagged an article.</p>
</li>
<li class="li">To show only flagged articles this year, add a filter. In the <strong class="ph b">Filters</strong> panel, click <strong class="ph b">Add</strong>.</li>
<li class="li">From the list of <strong class="ph b">Filters</strong>, choose <strong class="ph b">Time - Knowledge capture event</strong> &gt; <strong class="ph b">Event - Date</strong>, then click <strong class="ph b">Apply</strong>.</li>
<li class="li">Click the <strong class="ph b">Event - Date</strong> filter you just added, and then click <strong class="ph b">Edit date ranges</strong>.</li>
<li class="li">On the <strong class="ph b">Date range</strong> page, choose <strong class="ph b">This year</strong>, then click <strong class="ph b">Apply</strong>.
<p class="p">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.</p>
<p class="p"><img alt="" class="image img-screenshot" id="topic_kr3_sl5_yhb__image_dv3_2pb_zhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_kc_5.png" width="850"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_y5y_3c5_yhb">
<h2 class="title topictitle2" id="ariaid-title10">Next steps</h2>
<div class="body">
<p class="p">The <strong class="ph b">Guide: Knowledge Capture</strong> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155064090" rel="noopener noreferrer" target="_blank">Metrics and attributes for Zendesk Knowledge</a>.</p>
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