Metrics and attributes for Zendesk Knowledge

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<p id="docs-hc-snippet" style="display: none;">Use this article to discover the metrics and attributes you can use to build reports based on your usage of Knowledge. These datasets are also used for the prebuilt dashboards (seeOverview of the Zendesk Knowledge dashboard).</p>
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<p class="p">Use this article to discover the metrics and attributes you can use to build reports
based on your usage of Knowledge. These datasets are also used for the prebuilt
dashboards (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823886874" target="_blank">Overview of the Zendesk Knowledge
dashboard</a>).</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="metrics_attributes_guide__ul_hyl_3h2_ffb">
<li class="li"><a class="xref" href="#topic_e45_ngh_bfb">Knowledge Capture dataset</a></li>
<li class="li"><a class="xref" href="#topic_aff_45y_jnb">Team Publishing dataset (Enterprise only)</a></li>
<li class="li"><a class="xref" href="#topic_zwt_jht_cnb">Knowledge base dataset</a></li>
<li class="li"><a class="xref" href="#topic_anj_4gj_nrb">Search dataset</a></li>
<li class="li"><a class="xref" href="#topic_n5d_4dj_ktb">Community dataset</a></li>
<li class="li"><a class="xref" href="#topic_cz1_1lw_x2c">Page efficiency dataset</a></li>
<li class="li"><a class="xref" href="#topic_cck_rlw_x2c">User session dataset</a></li>
<li class="li"><a class="xref" href="#topic_jk2_x3n_13c">Quick answers dataset</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="metrics_attributes_guide__ul_wjh_wqz_rfc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">Creating reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_e45_ngh_bfb">
<h2 class="title topictitle2" id="ariaid-title2">Knowledge Capture dataset</h2>
<div class="body">
<p class="p">The Knowledge Capture dataset contains metrics and attributes that relate to
Knowledge in the context panel in Agent Workspace. This section lists all the
available elements for the Knowledge Capture dataset. Use this dataset to help you
understand the efficiency of selecting articles to deflect support tickets. </p>
<div class="p">This section contains the following topics:<ul class="ul" id="topic_e45_ngh_bfb__ul_svd_5hf_dfb">
<li class="li"><a class="xref" href="#topic_ag2_swf_kkb">Knowledge Capture dataset schema</a></li>
<li class="li"><a class="xref" href="#topic_f45_ngh_bfb">Knowledge Capture metrics</a></li>
<li class="li"><a class="xref" href="#topic_g45_ngh_bfb">Knowledge Capture attributes</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_ag2_swf_kkb">
<h3 class="title topictitle3" id="ariaid-title3">Knowledge Capture dataset schema</h3>
<div class="body">
<p class="p">Use this diagram to help you understand the elements of the Knowledge Capture
dataset and their relationships.</p>
<p class="p"><img alt="Knowledge Capture dataset schema" class="image img-screenshot" id="topic_ag2_swf_kkb__image_vdb_zwf_kkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Knowledge%20Capture.jpg" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_f45_ngh_bfb">
<h3 class="title topictitle3" id="ariaid-title4">Knowledge Capture metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Knowledge Capture
dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_f45_ngh_bfb__table_yfv_bhh_bfb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Knowledge Capture metrics</span></caption>
<colgroup>
<col style="width:20%">
<col style="width:40%">
<col style="width:40%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d92e170" style="vertical-align:top;">Metric</th>
<th class="entry nocellnorowborder" id="d92e173" style="vertical-align:top;">Definition</th>
<th class="entry cell-norowborder" id="d92e176" style="vertical-align:top;">Explore formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e170" style="vertical-align:top;">Knowledge Capture events</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e173" style="vertical-align:top;">Knowledge base article updates made using Knowledge
in the context panel.</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e176" style="vertical-align:top;">[Knowledge Capture event ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e170" style="vertical-align:top;">Linked articles</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e173" style="vertical-align:top;">Count of the number of articles linked using
Knowledge in the context panel.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">IF ([Knowledge Capture type]="Linked") THEN [Knowledge
Capture event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e170" style="vertical-align:top;">Flagged articles</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e173" style="vertical-align:top;">Counts the number of articles flagged for update
using Knowledge in the context panel.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">IF ([Knowledge Capture type]="Flagged") THEN [Knowledge
Capture event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e170" style="vertical-align:top;">Created articles</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e173" style="vertical-align:top;">Counts the number of articles created using
Knowledge in the context panel.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">IF ([Knowledge Capture type]="Created") THEN [Knowledge
Capture event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e170" style="vertical-align:top;">Resolution articles</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">Count of articles linked through Knowledge in the context
panel that were marked as helpful by end users and resolved
their request.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">IF ([Knowledge Capture type]="Solved") THEN [Knowledge
Capture event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e170" style="vertical-align:top;">% Resolution rate</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">The percentage of resolution articles against articles
offered to end users in Knowledge in the context panel.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">COUNT(Resolution articles)/COUNT(Linked articles)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e170" style="vertical-align:top;">Knowledge Capture tickets</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">Tickets where any update using Knowledge in the context panel
took place. </td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">[Knowledge Capture ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e170" style="vertical-align:top;">Linked article tickets</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">Counts tickets where a knowledge base article was linked
using Knowledge in the context panel.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">
<p class="p">IF ([Knowledge Capture type]="Linked") THEN [Knowledge
Capture ticket ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e170" style="vertical-align:top;">Flagged article tickets</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">Counts tickets where a knowledge base article was flagged for
update using Knowledge in the context panel.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">IF ([Knowledge Capture type]="Flagged") THEN [Knowledge
Capture ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e170" style="vertical-align:top;">Created article tickets</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">Counts the number of tickets where an article was created
using Knowledge in the context panel.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">IF ([Knowledge Capture type]="Created") THEN [Knowledge
Capture ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e170" style="vertical-align:top;">Resolution article tickets </td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">Count of tickets that were resolved by end users through
articles linked in Knowledge in the context panel.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">IF ([Knowledge Capture type]="Solved") THEN [Knowledge
Capture ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e170" style="vertical-align:top;">% Agent engagement rate</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">The percentage of total tickets on which Knowledge in the
context panel was used.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">D_COUNT(Knowledge Capture tickets)/DCOUNT_VALUES([Ticket
ID])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e170" style="vertical-align:top;">% Article linking rate</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">The percentage of tickets where an article was linked using
Knowledge in the context panel.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">D_COUNT(Linked article tickets)/DCOUNT_VALUES([Ticket
ID])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e170" style="vertical-align:top;">% Ticket resolution rate</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">The percentage of tickets that were resolved by end users
against tickets on which articles were linked in Knowledge in
the context panel.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">D_COUNT(Resolution article tickets)/D_COUNT(Linked article
tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e170" style="vertical-align:top;">Linked articles - Ticket average</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">The average number of articles linked using Knowledge in the
context panel to all tickets where a Knowledge in the context
panel event took place.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">D_COUNT(Linked article tickets)/DCOUNT_VALUES([Ticket
ID])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e170" style="vertical-align:top;">Agent replies</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">The number of public replies added to a ticket by an
agent.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">VALUE(Agent replies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e170" style="vertical-align:top;">Assignee stations</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">The number of agents a ticket has been assigned to.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">VALUE(Assignee stations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e170" style="vertical-align:top;">Group stations</td>
<td class="entry nocellnorowborder" headers="d92e173" style="vertical-align:top;">The number of groups a ticket has been assigned to.</td>
<td class="entry cell-norowborder" headers="d92e176" style="vertical-align:top;">VALUE(Group stations)</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d92e170" style="vertical-align:top;">Reopens</td>
<td class="entry row-nocellborder" headers="d92e173" style="vertical-align:top;">The number of times a ticket was reopened.</td>
<td class="entry cellrowborder" headers="d92e176" style="vertical-align:top;">VALUE(Reopens)</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_g45_ngh_bfb">
<h3 class="title topictitle3" id="ariaid-title5">Knowledge Capture attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Knowledge Capture
dataset. </p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_g45_ngh_bfb__table_dwj_fhh_bfb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 2. </span>Knowledge Capture attributes</span></caption>
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:66.66666666666666%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d92e447" style="vertical-align:top;">Attribute</th>
<th class="entry cell-norowborder" id="d92e450" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;"> Knowledge Capture type</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The type of event performed by Knowledge or the
Knowledge Capture app. Possible values are <strong class="ph b">Created</strong>,
<strong class="ph b">Flagged</strong>, and <strong class="ph b">Linked</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Knowledge Capture ticket ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The ID of the ticket that was updated using
Knowledge or the Knowledge Capture app.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Knowledge Capture event ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The ID of the knowledge base article that was
updated using Knowledge or the Knowledge Capture app.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Knowledge Capture brand</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The brand of the knowledge base where Knowledge or
the Knowledge Capture app was used.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Knowledge Capture language</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The language of the knowledge base where Knowledge
or the Knowledge Capture app was used.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Knowledge Capture locale</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The locale of the knowledge base where Knowledge or
the Knowledge Capture app was used.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The ID number of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The current status of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The name of the group where the ticket was
assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket assignee</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The name of the user to who the ticket is
assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The brand of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The channel a ticket was created from.<p class="p">For more
information about the ticket channels Explore collects, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket form</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">Ticket form used on the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket organization</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The name of the organization associated with the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The ticket's priority.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket problem ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The ID of the associated problem ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket requester</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The name of the user that requested the
ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e447" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" headers="d92e450" style="vertical-align:top;">The satisfaction rating given to the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e447" style="vertical-align:top;">Ticket support type</td>
<td class="entry cell-norowborder" headers="d92e450" style="vertical-align:top;">Identifies whether tickets were resolved by an AI agent or a
human agent. Possible values are Agent and AI agent. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket subject</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The subject of ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The tags associated with a ticket.<p class="p">For important
information about filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e447" style="vertical-align:top;">Ticket type</td>
<td class="entry cell-norowborder" headers="d92e450" style="vertical-align:top;">The ticket type: Question, Incident, Problem, or
Task.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Sharing agreement inbound</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">Affiliated instances of Zendesk Support and
companies who share tickets with the current instance of Zendesk
Support.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Sharing agreement outbound</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">Affiliated Zendesk accounts and companies tickets
are shared with.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Article ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The ID of the knowledge base article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e447" style="vertical-align:top;">Article ID and locale</td>
<td class="entry cell-norowborder" headers="d92e450" style="vertical-align:top;">The ID and locale of the knowledge base article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Article translation title</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The title of the knowledge base article</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Article translation URL</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The URL of the knowledge base article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Article author</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The name of the user who originally created a
knowledge base article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">User name</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The name of the user associated with the
article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">User role</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The role of the user associated with the
article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">User ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The ID of the user associated with the
article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">User email</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The email address of the user associated with the
article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">User locale</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The locale of the user associated with the
article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">User status</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The Zendesk status of the user associated with the
article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">User tags</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">A list of tags associated with the user for the
article.<p class="p">For important information about filtering reports
using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">User time zone</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The time zone of the user associated with the
article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e447" style="vertical-align:top;">Intent<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d92e450" style="vertical-align:top;">A prediction of what the ticket is about. To see the possible
values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab of the
Intent settings page</a> to see the AI Intents list under
the <strong class="ph b">Taxonomy values</strong> heading.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e447" style="vertical-align:top;">Intent confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d92e450" style="vertical-align:top;">The likelihood that the intent prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e447" style="vertical-align:top;">Language<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d92e450" style="vertical-align:top;">A prediction of what language the ticket is written in. To
see the possible values, open the Taxonomy tab of the settings
page.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e447" style="vertical-align:top;">Language confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d92e450" style="vertical-align:top;">The likelihood that the language prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e447" style="vertical-align:top;">Sentiment<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d92e450" style="vertical-align:top;">A prediction of how the customer feels about their request.
Possible values are <strong class="ph b">Very Positive</strong>, <strong class="ph b">Positive</strong>,
<strong class="ph b">Neutral</strong>, <strong class="ph b">Negative</strong>, and <strong class="ph b">Very
Negative</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e447" style="vertical-align:top;">Sentiment confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" headers="d92e450" style="vertical-align:top;">The likelihood that the sentiment prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Time – Knowledge capture event</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">Includes several attributes that return the time
and date when an update using Knowledge or the Knowledge Capture
app was registered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Time – Ticket created</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">Includes several attributes that return the time
and date when tickets were created.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Time – Ticket solved</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">Includes several attributes that return the time
and date when tickets were solved.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Time – Ticket last updated</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">Includes several attributes that return the time
and date when tickets were last updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Time – Article created</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">Includes several attributes that return the time
when an article was created.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Time – Article last updated</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">Includes several attributes that return the time
when an article was last updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket Status – Unsorted</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The status of the ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket Priority – Unsorted</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The ticket’s priority.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" headers="d92e447" style="vertical-align:top;">Ticket Type - Unsorted</td>
<td class="entry cellrowborder" dir="ltr" headers="d92e450" style="vertical-align:top;">The ticket type.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_aff_45y_jnb">
<h2 class="title topictitle2" id="ariaid-title6">Team Publishing dataset (Enterprise only)</h2>
<div class="body">
<p class="p">The Team Publishing dataset contains metrics and attributes that relate to knowledge
activity. This section lists all the available elements for the Team Publishing
dataset. Use this dataset to help you understand the efficiency of your knowledge
management workflows. </p>
<div class="p">This section contains the following topics:<ul class="ul" id="topic_aff_45y_jnb__ul_p5d_dvy_jnb">
<li class="li"><a class="xref" href="#topic_apk_q5y_jnb">Team Publishing metrics</a></li>
<li class="li"><a class="xref" href="#topic_v4r_q5y_jnb">Team Publishing attributes</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_apk_q5y_jnb">
<h3 class="title topictitle3" id="ariaid-title7">Team Publishing metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Team Publishing
dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_apk_q5y_jnb__table_mbt_1vy_jnb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 3. </span>Team Publishing metrics</span></caption>
<colgroup>
<col style="width:20%">
<col style="width:40%">
<col style="width:40%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d92e1104" style="vertical-align:top;">Metric</th>
<th class="entry nocellnorowborder" id="d92e1107" style="vertical-align:top;">Definition</th>
<th class="entry cell-norowborder" id="d92e1110" style="vertical-align:top;">Explore formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1104" style="vertical-align:top;">Articles created</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1107" style="vertical-align:top;">The number of articles that have been
created.</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Article
created" THEN [Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Articles
published</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have been published.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">
<p class="p">IF [Publishing event type - Unsorted]="Translation published"
THEN [Event article ID] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Articles verified</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have been verified to ensure they
are up to date.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Article verified" THEN
[Event article ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Articles unverified</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have come up for
verification.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Article unverified"
THEN [Event article ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Articles archived</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have been archived.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Article archived" THEN
[Event article ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Articles deleted</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have been deleted.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Article deleted" THEN
[Event article ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Articles restored</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have been restored from
archive.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Article restored" THEN
[Event article ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Articles edited</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have been edited.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation edited"
THEN [Event article ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translations created</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of article translations that have been created. An
article can contain multiple translations, for example, English,
French, or Japanese.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation created"
THEN [Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translations published</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of article translations that have been
published.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation published"
THEN [Event article translation ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translations unpublished</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of article translations that have been
unpublished.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation
unpublished" THEN [Event article ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translations edited</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of article translations that have been
edited.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation edited"
THEN [Event article translation ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translations assigned</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of times that article translations have been
assigned to somebody.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation assigned"
THEN [Event article translation ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translations submitted for review</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of article translations submitted for
review.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation submitted
for review" THEN [Event article translation ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translations approved for publishing</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of article translations approved for
publishing.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation approved
for publishing" THEN [Event article translation ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translations deleted</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of article translations that have been
deleted.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation deleted"
THEN [Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Events</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The total number of all publishing events like article
creation, archiving, restoration, and deletion.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">[Publishing event type - Unsorted]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translation updates</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of edits that have been made to article
translations.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation edited"
THEN [Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translation assignments</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of times that article translations have been
assigned to somebody.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation assigned"
THEN [Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translation review submissions</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of article translations submitted for
review.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation submitted
for review" THEN [Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translation publishing approvals</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of article translations approved for
publishing.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation approved
for publishing" THEN [Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translation publishing events</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The total number of all publishing events like article
creation, archiving, restoration, and deletion.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation published"
THEN [Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Translation unpublishing events</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of article translations that have been
unpublished.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Translation
unpublished" THEN [Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Article verifications</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have been verified to ensure they
are up to date.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Article verified" THEN
[Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Article archiving events</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have been archived.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Archived" THEN [Event
ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1104" style="vertical-align:top;">Article deletions</td>
<td class="entry nocellnorowborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have been deleted.</td>
<td class="entry cell-norowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Article deleted" THEN
[Event ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d92e1104" style="vertical-align:top;">Article restorations</td>
<td class="entry row-nocellborder" headers="d92e1107" style="vertical-align:top;">The number of articles that have been restored from
archive.</td>
<td class="entry cellrowborder" headers="d92e1110" style="vertical-align:top;">IF [Publishing event type - Unsorted]="Article restored" THEN
[Event ID] ENDIF</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_v4r_q5y_jnb">
<h3 class="title topictitle3" id="ariaid-title8">Team Publishing attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Team Publishing
dataset. </p>
<div class="p">
<div class="note" id="topic_v4r_q5y_jnb__note_j1f_hsm_ncc">
<span class="notetitle">Note:</span> When an agent <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820403226" target="_blank">schedules an article for
publication</a>, the publish event in Explore is attributed to a
system user, not the agent who scheduled the event. The agent details (such
as name and ID) appear as null values because that's how system users are
represented in Explore.</div>
</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_v4r_q5y_jnb__table_kzc_v5y_jnb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 4. </span>Team Publishing attributes</span></caption>
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:66.66666666666666%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d92e1490" style="vertical-align:top;">Attribute</th>
<th class="entry cell-norowborder" id="d92e1493" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1490" style="vertical-align:top;">Event article ID</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e1493" style="vertical-align:top;">The ID of the article that recorded a Team
Publishing event.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Event article brand</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824139546" target="_blank">brand</a> of the article
that recorded a Team Publishing event.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Event article language</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The language of the article that recorded a Team Publishing
event.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Event article locale</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The locale of the article that recorded a Team Publishing
event, for example, <strong class="ph b">French</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Event article translation ID</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The ID of the article that recorded a Team publishing event
with the locale appended, for example,
<strong class="ph b">12345678_fr</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Article translation title</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The title of the article that recorded a Team Publishing
event. This attribute also returns translated versions of the
title.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Article translation URL</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The URL of the article that recorded a Team Publishing event.
This attribute also returns URLs for any translated versions of
the article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Event ID</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">A unique ID number for each Team Publishing event.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Event type</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The type of Team Publishing event, for example, <strong class="ph b">Article
archived</strong> or <strong class="ph b">Translation published</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Agent name</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The name of the agent who performed the Team Publishing
event.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Agent role</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The role of the agent who performed the Team Publishing
event, for example, <strong class="ph b">Agent</strong>,</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Agent ID</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The ID of the agent who performed the Team Publishing
event.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Agent email</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The email address of the agent who performed the Team
Publishing event.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Agent locale</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The locale of the agent who performed the Team Publishing
event.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Agent status</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The status of the agent who performed the Team Publishing
event, for example, <strong class="ph b">Active</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Agent tags</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">Displays tags associated with the agent who performed the
Team Publishing event.<p class="p">For important information about
filtering reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket tags
using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1490" style="vertical-align:top;">Agent time zone</td>
<td class="entry cell-norowborder" headers="d92e1493" style="vertical-align:top;">The time zone of the agent who performed the Team Publishing
event.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d92e1490" style="vertical-align:top;">Article event update time</td>
<td class="entry cellrowborder" headers="d92e1493" style="vertical-align:top;">A collection of attributes that return when a Team Publishing
event occurred in different time and date formats.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_zwt_jht_cnb">
<h2 class="title topictitle2" id="ariaid-title9">Knowledge base dataset</h2>
<div class="body">
<div class="p">This section contains the following topics:<ul class="ul" id="topic_zwt_jht_cnb__ul_axt_jht_cnb">
<li class="li"><a class="xref" href="#topic_bxt_jht_cnb">Knowledge Base metrics</a></li>
<li class="li"><a class="xref" href="#topic_dxt_jht_cnb">Knowledge Base attributes</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_bxt_jht_cnb">
<h3 class="title topictitle3" id="ariaid-title10">Knowledge Base metrics</h3>
<div class="body">
<p class="p">This section lists and defines all metrics available in the Knowledge Base
dataset. These metrics are event-driven, meaning that the data represents the
last time an event took place. They do not indicate current values. For example,
the article comments metric only updates when a comment is added.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_bxt_jht_cnb__table_cxt_jht_cnb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 5. </span>Knowledge Base metrics</span></caption>
<colgroup>
<col style="width:20%">
<col style="width:40%">
<col style="width:40%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d92e1749" style="vertical-align:top;">Metric</th>
<th class="entry nocellnorowborder" id="d92e1752" style="vertical-align:top;">Definition</th>
<th class="entry cell-norowborder" id="d92e1755" style="vertical-align:top;">Explore formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1749" style="vertical-align:top;">Published articles</td>
<td class="entry nocellnorowborder" headers="d92e1752" style="vertical-align:top;">The total number of articles in your knowledge base excluding
any translated articles. If the section or category containing
an article is in draft mode, any articles they contain are not
included in the knowledge base reports.</td>
<td class="entry cell-norowborder" headers="d92e1755" style="vertical-align:top;">DCOUNT_VALUES([Article ID])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1749" style="vertical-align:top;">Published translations</td>
<td class="entry nocellnorowborder" headers="d92e1752" style="vertical-align:top;">The total number of articles in your knowledge base including
translated articles. If the section or category containing an
article is in draft mode, any articles they contain are not
included in the knowledge base reports.</td>
<td class="entry cell-norowborder" headers="d92e1755" style="vertical-align:top;">[Article ID]+[Article locale]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1749" style="vertical-align:top;">Articles viewed</td>
<td class="entry nocellnorowborder" headers="d92e1752" style="vertical-align:top;">The number of articles that have been viewed at least once.
Each article is counted only once, even if it is viewed multiple
times.</td>
<td class="entry cell-norowborder" headers="d92e1755" style="vertical-align:top;">IF(VALUE(Article views)&gt;0) THEN [Engagement ID]+[Engagement
locale] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1749" style="vertical-align:top;">Article views</td>
<td class="entry nocellnorowborder" headers="d92e1752" style="vertical-align:top;">The number of views for each of your articles. All article
views are recorded, no matter how many times a user has viewed
the article in the selected period of time. The default
aggregator for this metric is average views (AVG) aggregated
each hour, but you can change it to SUM, MIN, or MAX.<div class="note" id="topic_bxt_jht_cnb__note_cx4_hpk_r1c">
<span class="notetitle">Note:</span> Ad blockers might prevent Explore from
recording article views.</div>
</td>
<td class="entry cell-norowborder" headers="d92e1755" style="vertical-align:top;">AVG(Article views)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1749" style="vertical-align:top;">Article comments</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1752" style="vertical-align:top;">The number of comments on articles.<p class="p">Data is
available from February 25, 2023 onwards.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e1755" style="vertical-align:top;">[Article comments]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1749" style="vertical-align:top;">Article subscriptions</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1752" style="vertical-align:top;">The number of subscriptions to articles.<p class="p">Data is
available from February 25, 2023 onwards.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e1755" style="vertical-align:top;">[Article subscriptions]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1749" style="vertical-align:top;">Article upvotes</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1752" style="vertical-align:top;">The number of upvotes on articles.<p class="p">Data is
available from February 25, 2023 onwards.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e1755" style="vertical-align:top;">[Article upvotes]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1749" style="vertical-align:top;">Article downvotes</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1752" style="vertical-align:top;">The number of downvotes on articles.<p class="p">Data is
available from February 25, 2023 onwards.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e1755" style="vertical-align:top;">[Article downvotes]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1749" style="vertical-align:top;">Article votes</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1752" style="vertical-align:top;">The total number of votes on articles (upvotes plus
downvotes).<p class="p">Data is available from February 25, 2023
onwards.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e1755" style="vertical-align:top;">[Article upvotes]+[Article downvotes]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1749" style="vertical-align:top;">Net article votes</td>
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1752" style="vertical-align:top;">The net number of votes on articles (upvotes minus
downvotes).<p class="p">Data is available from February 25, 2023
onwards.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e1755" style="vertical-align:top;">[Article upvotes]-[Article downvotes]</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d92e1749" style="vertical-align:top;">Net article votes - all time</td>
<td class="entry row-nocellborder" headers="d92e1752" style="vertical-align:top;">The current state of the votes on an article.<p class="p">This metric
is an all-time total that is not affected by time-based
filters. For a metric that is affected by time-based
filters, use <strong class="ph b">Net article votes</strong> instead.</p>
</td>
<td class="entry cellrowborder" headers="d92e1755" style="vertical-align:top;"> </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_dxt_jht_cnb">
<h3 class="title topictitle3" id="ariaid-title11">Knowledge Base attributes</h3>
<div class="body">
<p class="p">This section lists and defines all attributes available in the Knowledge Base
dataset. These attributes are event-driven, meaning that the data represents the
last time an event took place. They do not indicate current values.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dxt_jht_cnb__table_ext_jht_cnb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 6. </span>Knowledge Base attributes</span></caption>
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:66.66666666666666%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry nocellnorowborder" id="d92e1943" style="vertical-align:top;">Attribute</th>
<th class="entry cell-norowborder" id="d92e1946" style="vertical-align:top;">Definition</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Engagement ID</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">A unique ID number for the article engagement (view, comment,
subscription, or vote). This is the same as the article
ID.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Engagement brand</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The Zendesk brand from which the engagement came. Brands are
a customer-facing identity, represented by one or more help
centers, Web Widgets, Talk, X (formerly Twitter), or Facebook
accounts. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Engagement channel</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The Zendesk channel from where the article visitor came, for
example, help center, Mobile SDK, or Web Widget.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Engagement language</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The Zendesk language of the article visitor.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Engagement locale</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The Zendesk locale setting of the article visitor.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Engagement user role</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The user role and sign-in status of the article visitor, for
example End-user (signed in), Staff member (signed in), or
Anonymous.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Views user role - ungrouped</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">Internal system user role data. Typically you'll use the
<strong class="ph b">Engagement user role</strong> attribute instead.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Article ID</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">Each article has a unique ID which you can see in the article
URL. This attribute returns each ID. The article ID is the same
for each translated version of an article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Author name</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The name of the article author.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Article brand</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">Brands are a customer-facing identity, represented by one or
more help centers or Web Widget, Talk, X (formerly Twitter), or
Facebook accounts. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Article translation language</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The language of each article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Article locale</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The locale of each article, for example, en-us.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Article section ID</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The ID of the section containing the article. Sections
without any articles are not included (for example, sections
that consist of subsections only). Event data (such as views or
comments) is returned for an article's current section
only.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Article section title</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The section name for each article. Sections without any
articles are not included (for example, sections that consist of
subsections only). Event data (such as views or comments) is
returned for an article's current section only.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Article title</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The title of each article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" headers="d92e1943" style="vertical-align:top;">Article category title</td>
<td class="entry cell-norowborder" dir="ltr" headers="d92e1946" style="vertical-align:top;">The name of the category containing the
article.<p class="p">Data is available only for articles published (or
republished) after February 25, 2023.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Article URL</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">The URL of each article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" headers="d92e1943" style="vertical-align:top;">Time - Article engagement recorded</td>
<td class="entry cell-norowborder" headers="d92e1946" style="vertical-align:top;">Includes several attributes that return the time when each
article was engaged with.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" headers="d92e1943" style="vertical-align:top;">Time - Article created</td>
<td class="entry cellrowborder" headers="d92e1946" style="vertical-align:top;">Includes several attributes that return the time when each
article was created.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_anj_4gj_nrb">
<h2 class="title topictitle2" id="ariaid-title12">Search dataset</h2>
<div class="body">
<p class="p" dir="ltr">The Search dataset contains metrics and attributes that relate to the
searches that users performed and the terms they searched for in your knowledge
base. This section lists all the available elements for the dataset.</p>
<div class="p">
<div class="note" id="topic_anj_4gj_nrb__note_kwt_xmf_cyb">
<span class="notetitle">Note:</span> The data in this dataset is retained for a maximum of
390 days in the past.</div>
</div>
<p class="p" dir="ltr">This section contains the following topics:</p>
<ul class="ul" id="topic_anj_4gj_nrb__ul_vmz_vmf_cyb">
<li class="li"><a class="xref" href="#topic_anj_4gj_nrb__section_xrw_pgj_nrb">Search dataset schema</a></li>
<li class="li"><a class="xref" href="#topic_anj_4gj_nrb__section_zrw_pgj_nrb">Search metrics</a></li>
<li class="li"><a class="xref" href="#topic_anj_4gj_nrb__section_bsw_pgj_nrb">Search attributes</a></li>
</ul>
<div class="section" id="topic_anj_4gj_nrb__section_xrw_pgj_nrb">
<h3 class="title sectiontitle">Search dataset schema</h3>
<p class="p" dir="ltr">Use this diagram to help you understand the elements of the Search
dataset and their relationships.</p>
<p class="p" dir="ltr"><img class="image img-screenshot" height="339" id="topic_anj_4gj_nrb__image_yrw_pgj_nrb" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/explore_search_dataset_schema.png" width="624"></p>
</div>
<div class="section" id="topic_anj_4gj_nrb__section_zrw_pgj_nrb">
<h3 class="title sectiontitle">Search metrics</h3>
<p class="p" dir="ltr">This section lists and defines all of the Search metrics available.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_anj_4gj_nrb__table_asw_pgj_nrb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 7. </span>Search metrics</span></caption>
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Calculation</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Searches</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of searches performed.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([Event type] = "Search") THEN [Search query]
ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Clicks</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of searches where the user selected a
result.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([Event type] = "Click") THEN [Search query]
ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Tickets created</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of tickets created in the help
center.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([Event type] = "Ticket") THEN [Search query]
ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Avg click-through rate</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of clicks relative to the number of
searches.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">COUNT(Clicks)/COUNT(Searches)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Searches with no results</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of searches that returned zero
results.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([Event type] = "Search" AND VALUE(Search
results count) = 0) THEN [Search query] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Percentage of searches with no result</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of searches that returned zero results
divided by the number of searches performed.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">COUNT(Searches with no
results)/COUNT(Searches)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Searches with no clicks</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of searches where the user didn’t select
a result.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF MAX(Clicks by query)=0 THEN COUNT(Searches) ELSE
0 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Clicks by query</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of clicks per search query.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">ATTRIBUTE_ADD(COUNT(Clicks), [Search
query])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search results count</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of results that were returned for the
search query.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Event type] = "Search" THEN VALUE(All event results
count) ELSE 0 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">All event results count</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of times an event (click, search, or ticket
creation) occurred.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">SUM(All event results count)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Avg number of results</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average number of results that were returned
for the search query.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[Search results count]/COUNT(Searches)</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Tickets created / Search ratio</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">The number of tickets divided by the number of
searches.</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">COUNT(Tickets created)/COUNT(Searches)</td>
</tr>
</tbody>
</table>
</div>
</div>
<div class="section" id="topic_anj_4gj_nrb__section_bsw_pgj_nrb">
<h3 class="title sectiontitle">Search attributes</h3>
<p class="p" dir="ltr">This section lists and defines all the Search attributes available.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_anj_4gj_nrb__table_csw_pgj_nrb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 8. </span>Search attributes</span></caption>
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Article ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID of the knowledge base article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Article title</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The title of the article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Article locale</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The locale of the article (for example,
en-us).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Event type</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The type of search event. Valid values are Search
event, Click event or Ticket submitted event.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search query</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The query string that was searched for by a
user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search channel</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The channel where the search was performed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search click type</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">If the event is a click event, the search result
clicked could be either an article or community post.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search locale</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The locale of the search.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search brand ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The brand ID of the help center that the search was
performed on.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search brand name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The brand name of the help center that the search
was performed on.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search user role</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The role of the user that performed the search
event. The values are: Anonymous, End user (signed in), Staff
member (signed in).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search user role - ungrouped</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Internal system user role data. Typically you'll
use the <strong class="ph b">Search user role</strong> attribute instead of
this.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search language</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The language of the search query.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search outcome</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The outcome of a search. The values are true if the
search generated no results, false if it has at least one
result.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Search timestamp</td>
<td class="entry cellrowborder" style="vertical-align:top;">Includes several attributes that return the time and date
when a search occurred.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_n5d_4dj_ktb">
<h2 class="title topictitle2" id="ariaid-title13">Community dataset</h2>
<div class="body">
<p class="p">The Community dataset contains metrics and attributes that relate to your Zendesk
community activity. This section lists all the available elements for the dataset. </p>
<div class="p">
<div class="note" id="topic_n5d_4dj_ktb__note_efc_ssy_byb">
<span class="notetitle">Note:</span> Data in this dataset is available from February 9, 2022
onwards.</div>
</div>
<p class="p">This section contains the following topics: </p>
<ul class="ul" id="topic_n5d_4dj_ktb__ul_cdk_sdj_ktb">
<li class="li">
<a class="xref" href="#topic_emc_qdj_ktb">Community metrics</a>
</li>
<li class="li">
<a class="xref" href="#topic_b5q_rdj_ktb">Community attributes</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_emc_qdj_ktb">
<h3 class="title topictitle3" id="ariaid-title14">Community metrics</h3>
<div class="body">
<p class="p">This section lists and defines all of the available community metrics.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_emc_qdj_ktb__table_nyw_ydj_ktb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 9. </span>Community metrics</span></caption>
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Calculation</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community events</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total actions taken on a community forum,
including created posts, viewed posts, added votes, created
comments, added subscriptions, and submitted tickets. </td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[guide_community_engagement_community_post_id]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Existing community posts</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of existing posts in the
community.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[guide_community_posts_community_post_id]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Posts created</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of posts created in the
selected time period.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([guide_community_engagement_event_type] =
"Post created") THEN
[guide_community_engagement_community_post_id] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Post views</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of post views on the community
forum.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Post viewed") THEN
[guide_community_engagement_community_post_id]</p>
<p class="p" dir="ltr"> ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Post votes</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of votes—either up or down—on
a community post.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Vote added") THEN
[guide_community_engagement_community_post_id]</p>
<p class="p" dir="ltr"> ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Post upvotes</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of upvotes on a post.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Vote added" AND
[guide_community_engagement_vote_direction]</p>
<p class="p" dir="ltr"> = "Up") THEN
[guide_community_engagement_community_post_id] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Post downvotes</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of downvotes on a
post.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Vote added" AND
[guide_community_engagement_vote_direction]</p>
<p class="p" dir="ltr"> = "Down") THEN
[guide_community_engagement_community_post_id] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Comments</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of comments made on the
community forum.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Comment created") THEN</p>
<p class="p" dir="ltr"> [guide_community_engagement_community_post_id]
ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Post subscriptions</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of subscriptions to posts on
the community forum.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Subscription added")</p>
<p class="p" dir="ltr"> THEN
[guide_community_engagement_community_post_id] ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Post creation timestamps</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The exact time when a community post was
created. </td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Post created") THEN</p>
<p class="p" dir="ltr">
DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date])</p>
<p class="p" dir="ltr"> ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Post creation timestamp by community
post</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The exact time when each community post was
created.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">ATTRIBUTE_FIX(MIN(guide_community_post_creation_timestamps),
[guide_community_engagement_community_post_id])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Staff response timestamps</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The exact time when a staff member commented on
a community post.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Comment created" AND</p>
<p class="p" dir="ltr"> [guide_community_engagement_grouped_user_role]
= "Staff member (signed in)")</p>
<p class="p" dir="ltr"> THEN
DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date])</p>
<p class="p" dir="ltr"> ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Staff response timestamp by community
post</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The exact time when a staff member commented on
each community post.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">ATTRIBUTE_FIX(MIN(guide_community_staff_response_timestamps),
[guide_community_engagement_community_post_id])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Response timestamps</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The exact time when a community member
responded to a post.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Comment created") THEN</p>
<p class="p" dir="ltr">
DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date])</p>
<p class="p" dir="ltr"> ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First response timestamp by community
post</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The exact time when a community member
responded to each post.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">ATTRIBUTE_FIX(MIN(guide_community_response_timestamps),
[guide_community_engagement_community_post_id])</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time to staff response (hours)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours between when a post was
created and when the first staff member responded.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">(MIN(guide_community_staff_response_timestamp)
- MIN(guide_community_post_creation_timestamp))</p>
<p class="p" dir="ltr"> / 3600</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time to first response (hours)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours between when a post was
created and when the first comment was made.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">(MIN(guide_community_response_timestamp) -
MIN(guide_community_post_creation_timestamp))</p>
<p class="p" dir="ltr"> / 3600</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Number of posts without any comments</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The total number of community posts that don't have a
response from any user.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([Community engagement event type] = "Post created")
THEN 1 ELIF ([First reply time] != NULL AND VALUE(Post
creation timestamp by community post) != NULL) THEN -1 ELSE
0 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Number of posts without staff comments</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of community posts that don’t
have a staff member response.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Post created") THEN</p>
<p class="p" dir="ltr"> 1 ELIF
([guide_community_engagement_first_staff_response] !=
NULL AND
VALUE(guide_community_post_creation_timestamp)</p>
<p class="p" dir="ltr"> != NULL) THEN -1 ELSE 0 ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Number of days without comments</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of days since the last comment
was made on the community forum.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF
([guide_community_engagement_response_time_bracket] =
"No comments")</p>
<p class="p" dir="ltr"> THEN
DATE_DIFF(DATE_LAST_FIX([timeDimension##guide_community_engagement_timestamp##date]),</p>
<p class="p" dir="ltr">
[timeDimension##guide_community_posts_created_at##date],
"nb_of_days") ENDIF</p>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Submitted tickets</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">The total number of tickets created in the help
center.</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr">IF ([guide_community_engagement_event_type] =
"Ticket submitted") THEN</p>
<p class="p" dir="ltr"> [guide_community_engagement_event_type]
ENDIF</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_b5q_rdj_ktb">
<h3 class="title topictitle3" id="ariaid-title15">Community attributes</h3>
<div class="body">
<p class="p">This section lists and defines all of the available community attributes.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_b5q_rdj_ktb__table_k2f_d2j_ktb" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 10. </span>Community attributes</span></caption>
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community user email</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The email address of the community
member.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community user ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The unique ID of the community member.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community user name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The name of the community member.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community user created at</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Includes several attributes that return the
time and date when a community user was created.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Author ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The unique ID of the community member who
created a post.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Author name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The name of the community member who created a
post.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Community post ID of existing posts</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The unique ID of a community post.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community post title</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The title of a community post.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community topic ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The unique ID of the topic that a post or
comment is part of.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community topic title</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The title of the topic that a post or comment
is part of.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Brand ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The unique ID of the brand associated with the
community forum.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Brand name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The name of the brand associated with the
community forum.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Channel</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The channel from which a user viewed a post.
Possible values are <strong class="ph b">HC </strong>(help center), <strong class="ph b">Agent
workspace</strong>, and <strong class="ph b">API</strong>.</p>
<p class="p" dir="ltr">For more information about the ticket channels
Explore collects, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community post ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The unique ID of a community post.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community engagement event type</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The type of action taken on a community forum.
Possible values are <strong class="ph b">Post created</strong>, <strong class="ph b">Post viewed</strong>,
<strong class="ph b">Vote added</strong>, <strong class="ph b">Comment created</strong>,
<strong class="ph b">Subscription added</strong>, and <strong class="ph b">Ticket
submitted</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">User role</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The role of the community member. Possible
values are <strong class="ph b">End user</strong>, <strong class="ph b">Anonymous</strong>, <strong class="ph b">Agent</strong>,
<strong class="ph b">Admin</strong>, and <strong class="ph b">Viewer</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Vote direction</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Whether a vote was an upvote or a
downvote.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time between when a post was created and
the first comment made by any community member.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First staff reply time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time between when a post was created and
the first comment made by an agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First staff reply time bracket</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time between when a post was created and
the first comment made by an agent. Values are returned as
<strong class="ph b">&lt;8 hours</strong>, <strong class="ph b">8-24 hours</strong>, <strong class="ph b">1-7 days</strong>,
<strong class="ph b">8-14 days</strong>, and <strong class="ph b">&gt;14 days</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time bracket</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time between when a post was created and
the first comment made by any community member. Values are
returned as <strong class="ph b">&lt;8 hours</strong>, <strong class="ph b">8-24 hours</strong>, <strong class="ph b">1-7
days</strong>, <strong class="ph b">8-14 days</strong>, and <strong class="ph b">&gt;14 days</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community engagement user ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The unique ID of the community member.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Grouped user role</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The role of the community member. Possible
values are <strong class="ph b">End user</strong>, <strong class="ph b">Staff member</strong>, and
<strong class="ph b">Anonymous</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Community engagement timestamp</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Includes several attributes that return the
time and date when a community engagement event (such as a
vote) occurred. </td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Community post created at</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Includes several attributes that return the
time and date when a community post was created.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested1" id="topic_cz1_1lw_x2c">
<h2 class="title topictitle2" id="ariaid-title16">Page efficiency dataset</h2>
<div class="body">
<p class="p">The Page efficiency dataset helps you examine help center page analytics to pinpoint
self-service content that effectively provides answers, as well as content that may
need enhancement. This section lists all the available elements for the dataset.
Self-service data is available since March 5, 2025 for all accounts. Some accounts
might contain more data, since January 15, 2025.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> As of April 4, 2025, the self-service datasets have been
filtered to only events that originate from the help center. Before this date,
some events from other sources, such as the Agent Workspace including page views
(articles and community posts), searches, and quick answers might appear in
reports. All ticket deflection reports, such as confirmed and assumed
deflections, only track tickets submitted using the help center request form.<p class="p" dir="ltr">Depending on your usage of other channels, the inclusion of these
additional events will have some impact on session duration, page view
duration, and number of sessions and visitors.</p>
</div>
</div>
<p class="p">This section contains the following topics: </p>
<ul class="ul" id="topic_cz1_1lw_x2c__ul_ez1_1lw_x2c">
<li class="li">
<a class="xref" href="#topic_fz1_1lw_x2c">Page efficiency metrics</a>
</li>
<li class="li"><a class="xref" href="#topic_hz1_1lw_x2c">Page efficiency attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_fz1_1lw_x2c">
<h3 class="title topictitle3" id="ariaid-title17">Page efficiency metrics</h3>
<div class="body">
<p class="p">This section lists and defines all of the available page efficiency metrics.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_fz1_1lw_x2c__table_gz1_1lw_x2c" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 11. </span>Page efficiency metrics</span></caption>
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Calculation</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Confirmed deflections</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of confirmed deflections attributed to the
page. A confirmed deflection is registered as a help center
session when a user selected an article from the suggested
articles on the request form and did not submit a ticket
during their session.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Confirmed deflections)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Assumed deflections</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of assumed deflections attributed to the page.
An assumed deflection happens when a user visits the help
center and doesn’t ask for help or submit a ticket, but also
didn’t confirm they found an answer. It’s assumed they found
what they needed on their own.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Assumed deflections)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page exits</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of times the page was viewed as the last event
in a session.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Page exits)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Tickets submitted after view</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of tickets submitted. When comparing this
metric to page views, each page a user views before
submitting a ticket is counted. This helps you find articles
where users couldn’t get the answers they needed.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Tickets submitted after view)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page views</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of times a user has viewed an article or a
community post. </td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Page views)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Average time on page (sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time between a page view event and the next recorded
event in seconds.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Average time on page (sec))</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Average time on page (min)</td>
<td class="entry row-nocellborder" style="vertical-align:top;">The time between a page view event and the next recorded
event in minutes.</td>
<td class="entry cellrowborder" style="vertical-align:top;">VALUE(Average time on page (sec))/60</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested2" id="topic_hz1_1lw_x2c">
<h3 class="title topictitle3" id="ariaid-title18">Page efficiency attributes</h3>
<div class="body">
<p class="p">This section lists and defines all of the available page efficiency
attributes.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_hz1_1lw_x2c__table_iz1_1lw_x2c" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 12. </span>Page efficiency attributes</span></caption>
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Identifies whether the page is an article or a community
post.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page brand</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the brand of the help center where the page
resides.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Page title</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The title of the article or community
post.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The page ID consists of the article ID or the community post
ID of the help center content which your users have interacted
with. This enables you to report on both article and community
post views without having to use filters.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page language</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The language of the article being viewed. This offers the
ability to see which article translation is providing the most
assistance in a help center.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page locale</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The locale of the article being viewed, for example,
en-us.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page visitor role</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The user role of users who have viewed the help center page.
For example:<ul class="ul" id="topic_hz1_1lw_x2c__ul_pwv_p1y_x2c">
<li class="li">Anonymous</li>
<li class="li">End user</li>
<li class="li">Viewer</li>
<li class="li">Agent</li>
<li class="li">Admin</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page author name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the author of the community post or the help
center article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page author ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The user ID of the author of a page.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Article category</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the top-level category where the article
resides in the help center's hierarchy.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Article section</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the section where the article resides in the
help center's hierarchy.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Article title</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The title of the article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Article ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID of the article with which a user has interacted. In
instances where a user has interacted with a community post and
not an article, this value is expected to be NULL.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Article author name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the article author.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Article author ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The Zendesk ID of the article author.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Community topic</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the topic where the community post resides in
the community hierarchy.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Community post title</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The title of the community post.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Community post ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID of the community post with which a user has
interacted. In instances where a user has interacted with an
article and not a community post, this value is expected to
be NULL.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Community post author name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the community post author.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Community post author ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The Zendesk ID of the community post author.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Activity recorded</td>
<td class="entry cellrowborder" style="vertical-align:top;">The timeframe in which the page activities such as
deflections and tickets submitted were performed. The page
analytics are aggregated on an hourly basis, so the most
granular timestamp will correlate to the hour for which the data
was aggregated.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested1" id="topic_cck_rlw_x2c">
<h2 class="title topictitle2" id="ariaid-title19">User session dataset</h2>
<div class="body">
<p class="p">The user session dataset helps you see user session outcomes for specific users and
identify trends across different roles. This section lists all the available
elements for the dataset. Self-service data is available since March 5, 2025 for all
accounts. Some accounts might contain more data, since January 15, 2025.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> As of April 4, 2025, the self-service datasets have been
filtered to only events that originate from the help center. Before this date,
some events from other sources, such as the Agent Workspace including page views
(articles and community posts), searches, and quick answers might appear in
reports. All ticket deflection reports, such as confirmed and assumed
deflections, only track tickets submitted using the help center request form.<p class="p" dir="ltr">Depending on your usage of other channels, the inclusion of these
additional events will have some impact on session duration, page view
duration, and number of sessions and visitors.</p>
</div>
</div>
<p class="p">This section contains the following topics: </p>
<ul class="ul" id="topic_cck_rlw_x2c__ul_fck_rlw_x2c">
<li class="li">
<a class="xref" href="#topic_gck_rlw_x2c">User session metrics</a>
</li>
<li class="li"><a class="xref" href="#topic_ick_rlw_x2c">User session attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title20" class="topic nested2" id="topic_gck_rlw_x2c">
<h3 class="title topictitle3" id="ariaid-title20">User session metrics</h3>
<div class="body">
<p class="p">This section lists and defines all of the available user session metrics.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_gck_rlw_x2c__table_hck_rlw_x2c" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 13. </span>User session metrics</span></caption>
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Calculation</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sessions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The count of user sessions where the user has interacted
with the help center.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Session ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sessions per visitor</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The ratio of sessions to unique visitors.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(Sessions)/D_COUNT(Visitors)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Self-service ratio</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The ratio of tickets to help center
sessions.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">COUNT(Sessions)/SUM(Tickets submitted)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Bounce rate</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The percent of sessions where the user did not view a
page (article or community post). This means the session
either resulted in a search with no deeper exploration of
the provided content or the user submits a ticket without
interacting with the knowledge base.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(guide_user_sessions_without_page_view)/COUNT(Sessions)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Confirmed deflections</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of confirmed deflections attributed to the
page. A confirmed deflection is registered as a help center
session when a user selected an article from the suggested
articles on the request form and did not submit a ticket
during their session.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([guide_user_sessions_deflection] = 3) THEN [Session
ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Assumed deflections</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of assumed deflections attributed to the page.
An assumed deflection happens when a user visits the help
center and doesn’t ask for help or submit a ticket, but also
didn’t confirm they found an answer. It’s assumed they found
what they needed on their own.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([guide_user_sessions_deflection] = 2) THEN [Session
ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Assumed deflections after page view</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of sessions where it was assumed an article or
community post was successful in deflecting a customer
because it was the last page viewed in the session.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([guide_user_sessions_deflection] = 2 AND
[guide_user_sessions_last_activity_type] = 1) THEN [Session
ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket submitted sessions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of sessions where a user submitted at least
one ticket.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF (VALUE(Tickets submitted) &gt; 0) THEN [Session ID] ELSE
NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Search used sessions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Number of sessions in which at least one search was
performed.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF (VALUE(Searches) &gt; 0) THEN [Session ID] ELSE NULL
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Standard search sessions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Number of user sessions with at least one search
performed, but no generative search results are displayed
for any of their searches. Accounts without quick answers
will only see standard searches.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF (VALUE(Searches with quick answer) = 0 AND VALUE(Total
searches) &gt; 0) THEN TRUE ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">No search sessions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Number of user sessions with no standard or generative
search performed.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF (VALUE(Total searches) = 0) THEN TRUE ELSE NULL
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">No page view sessions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Number of sessions where no pages were viewed.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF (VALUE(Article views) = 0 AND VALUE(Community post
views) = 0) THEN [Session ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Quick answer sessions</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Number of sessions where at least one generative search
result was displayed. Relies on the customer activating the
applicable AI features.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF (VALUE(Searches with quick answer) &gt; 0) THEN TRUE ELSE
NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Search exits</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of sessions where the search page was the last
page viewed by the user.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([guide_user_sessions_last_activity_type] = 2 OR
[guide_user_sessions_last_activity_type] = 5) THEN [Session
ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Quick answer exits</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of sessions where a quick answer being
presented is the last event, potentially meaning the user
found the information they needed in the AI-generated
answer.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([guide_user_sessions_last_activity_type] = 5) THEN
[Session ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page views</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Count of total page views (article and community posts
combined).</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Article views) + VALUE(Community post
views)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page views per session</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Average number of page views across sessions.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">SUM(Page views) / COUNT(Sessions)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Page exits</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of sessions where an article or community post
view was the last event in the user session.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([guide_user_sessions_last_activity_type] = 1) THEN
[Session ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Article views</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Count of total article views.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Article views)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Community post views</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Count of total community post views.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Community post views)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Tickets submitted</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The total number of tickets submitted.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Tickets submitted)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Searches per session</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of searches per user session, filtered for
sessions with at least one search.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">SUM(Total searches) /
COUNT(guide_user_sessions_with_at_least_one_search)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Standard searches</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Number of user sessions with at least one search
performed, but no quick answers are displayed for any of
their searches. Accounts without quick answers will only see
standard searches.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Total searches) - VALUE(Searches with quick
answer)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Quick answer searches</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of search events with a quick answer
presented.<p class="p">Number of sessions where at least one quick
answer result was displayed. You must activate quick
answers to see results from this metric.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Searches with quick answer)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Search depth</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of page views per search.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Page views) / VALUE(Total searches)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Visitors</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of unique visitors to the help center.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Visitor ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Anonymous visitors</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of anonymous visitors to the help
center.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Visitor role]="Anonymous" THEN [Visitor ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Signed in visitors</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of signed in visitors to the help
center.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF [Visitor role]!="Anonymous" THEN [Visitor ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session duration (sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration of a session in seconds. Single-event
sessions (one search, one page view, only a ticket
submission) are disregarded in calculating overall session
length values.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Session duration (sec))</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Session duration (min)</td>
<td class="entry row-nocellborder" style="vertical-align:top;">The duration of a session in minutes. Single-event
sessions (one search, one page view, only a ticket
submission) are disregarded in calculating overall session
length values.</td>
<td class="entry cellrowborder" style="vertical-align:top;">VALUE(Session duration (sec))/60</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title21" class="topic nested2" id="topic_ick_rlw_x2c">
<h3 class="title topictitle3" id="ariaid-title21">User session attributes</h3>
<div class="body">
<p class="p">This section lists and defines all of the available user session attributes.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ick_rlw_x2c__table_jck_rlw_x2c" rules="all" summary="">
<caption><span class="tablecap"><span class="table--title-label">Table 14. </span>User session attributes</span></caption>
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Identifier for the unique user session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session brand</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Brand of the help center where the tracked user activity
occurred.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session language</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Language of the user session based on the locale of the
help center content with which the user last interacted.
Eligible content types are searches, article views, and
clicks on suggested articles from the help center request
form. If one of these events does not occur in a session, it
is expected that the language is not recorded for that
session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session locale</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The locale of the session, for example, "en-us".</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session deflection type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The deflection type of the session. Values include
assumed deflection, confirmed deflection, and no
deflection.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session last activity</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The type of activity last recorded. Values include page
view, quick answer search, and ticket submitted.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session with search</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Indicates whether a session had one or more searches
performed, allowing for admins to drill in on sessions with
or without search and the impact that has on their
self-service efficiency.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Visitor name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of the help center visitor. Anonymous users will
show a NULL value.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Visitor role</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Role of the user interacting with the help
center.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Visitor ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The visitor ID of the user interacting with the help
center content. Authenticated users are represented by their
Zendesk user ID, and anonymous users are represented by a
unique ID which can be used to join multiple sessions, but
is not tied to any identifiable information.<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> By default, these datasets track
only authenticated users, meaning users who are
signed into their Zendesk account. If you want to
track anonymous user activity, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6297027870618" target="_blank">Enabling anonymous
user tracking for your help center</a>.</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Visitor email</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The email address of the visitor.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Visitor status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The status of the visitor, for example, Active.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Visitor tags</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Any tags associated with the visitor.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Exit page type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The type of the page associated with a page exit. Values
include community post and article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Exit page title</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The title of the page associated with a page exit in the
session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Exit page ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID of the page (community post or article) associated
with a page exit in the user session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Time - User session start</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The timestamp representing when a user session begins.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session locale</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The locale associated with the session. Eligible content
types are searches, article views, and clicks on suggested
articles from the help center request form. If one of these
events does not occur in a session, the locale is not
recorded for that session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session deflection type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The type of deflection associated with the
session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Session last activity</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The last event type recorded in a session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Visitor email</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The email address of the user associated with the
session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Visitor status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The Zendesk status of the visitor associated with the
session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Visitor tags</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A list of tags associated with the help center
visitor.<p class="p">For important information about filtering
reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Exit page type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The type of the page associated with a page exit. Values
include community post and article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Exit page title</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The title of the page associated with a page exit in the
session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Exit page ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The ID of the page (community post or article) associated
with a page exit in the user session.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Time - User session start</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The timestamp representing when a user session
begins.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Time - User session end</td>
<td class="entry cellrowborder" style="vertical-align:top;">The timestamp representing when a user session
ends.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title22" class="topic nested1" id="topic_jk2_x3n_13c">
<h2 class="title topictitle2" id="ariaid-title22">Quick answers dataset</h2>
<div class="body">
<p class="p">Quick answers reports help you understand how your customers interact with your help
center, including what they’re searching for and how successfully they find answers.
They help you identify topics that interest customers most, and also helps you
detect gaps in your knowledge base that need to be addressed.</p>
<p class="p" dir="ltr">This section contains the following topics:</p>
<ul class="ul" id="topic_jk2_x3n_13c__ul_rnn_x3n_13c">
<li class="li" dir="ltr"><a class="xref" href="#topic_itw_z3n_13c">Quick answers metrics</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_erh_1jn_13c">Quick answers attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title23" class="topic nested2" id="topic_itw_z3n_13c">
<h3 class="title topictitle3" id="ariaid-title23">Quick answers metrics</h3>
<div class="body">
<p class="p" dir="ltr">This section lists and defines the metrics available in the Quick
answers dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_itw_z3n_13c__table_tnn_x3n_13c" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Metric</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Definition</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Formula</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Searches</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of searches performed.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">[Search ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Searches with quick answer</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The total number of searches with quick answers
returned.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([Search result type] = "With quick answers") THEN [Search
ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Searches with article-only results</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The total number of searches with article-only results
returned. <p class="p" dir="ltr">Results returned can be articles or
community posts from the Knowledge base. </p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([Search result type] = "With article-only results") THEN
[Search ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Searches with no results</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of searches with no results
returned. </td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([Search result type] = "No results") THEN [Search ID]
ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% Quick answer rate</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The percentage of searches with quick answers
returned. </td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(Searches with quick answer)/COUNT(Searches)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% Article-only results rate</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The percentage of searches with article-only
results returned. </td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(Search results with article-only
results)/COUNT(Searches)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% No result rate</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The percentage of searches with no results
returned</td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(Searches with no results)/COUNT(Searches)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search article-only results </td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of article-only results that were
returned for the search query.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([guide_generative_searches_result_type] = "Without Quick
Answer") THEN [guide_generative_searches_result_count] ELSE NULL
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ratings</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of ratings given to quick
answers.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(Positive ratings)+COUNT(Negative ratings)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Positive ratings</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of positive ratings given to quick
answers.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([Search result type] = "With quick answers" AND [Rating]
= "Positive") THEN [Search ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Negative ratings</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of negative ratings given to quick
answers.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">IF ([Search result type] = "With quick answers" AND [Rating]
= "Negative") THEN [Search ID] ELSE NULL ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% Positive ratings</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The percentage of positive ratings given to quick
answers.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">COUNT(Positive ratings)/SUM(Ratings)</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">% Negative ratings</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">The percentage of negative ratings given to quick
answers.</td>
<td class="entry cellrowborder" style="vertical-align:top;">COUNT(Negative ratings)/SUM(Ratings)</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title24" class="topic nested2" id="topic_erh_1jn_13c">
<h3 class="title topictitle3" id="ariaid-title24">Quick answers attributes</h3>
<div class="body">
<p class="p" dir="ltr">This section lists and defines the attributes available in the quick
answers dataset.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_erh_1jn_13c__table_vnn_x3n_13c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Attribute</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Definition</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID of the search.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search query</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The query entered in the search bar.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search brand ID</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The brand ID of the help center that the search was performed
on.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Search brand name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The brand name of the help center that the search was
performed on.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Search channel</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The channel where the search was performed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Search language</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The language of the search query.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Search locale</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The locale of the search query.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Search result type</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The type of the search result. It can be quick
answer, article-only result or no result.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Search result details</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Content of the quick answer returned or status
message if no quick answer was generated or no results were
found. "Article-only results found" or "No results
found"</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Content type</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The type of the article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Content title</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The title of the content.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Content ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID of the content.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Content language</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The language of the content.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Content locale</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The locale of the content (for example, en-us).</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Article category</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The article of the article.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">External content URL</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The URL of the external content.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Rating</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Rating provided by the user for the quick answer.
it can be Positive, Negative or -</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Rating feedback</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Feedback provided by the user for the quick
answer.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">User name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Name of the user who performed the search.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">User role</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Role of the user who performed the search</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">User ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID of the user who performed the search</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">User email</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Email of the user who performed the search</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">User status</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Status of the user who performed the search</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">User tags</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tags of the user who performed the search</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Time - search made</td>
<td class="entry cellrowborder" style="vertical-align:top;">The time each search was made.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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