Metrics and attributes for Zendesk Knowledge


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).


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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 Overview of the Zendesk Knowledge
dashboard).
This article contains the following topics:

Knowledge Capture dataset
Team Publishing dataset (Enterprise only)
Knowledge base dataset
Search dataset
Community dataset
Page efficiency dataset
User session dataset
Quick answers dataset

Related articles:

Creating reports



Knowledge Capture dataset

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.
This section contains the following topics:
Knowledge Capture dataset schema
Knowledge Capture metrics
Knowledge Capture attributes




Knowledge Capture dataset schema

Use this diagram to help you understand the elements of the Knowledge Capture
dataset and their relationships.




Knowledge Capture metrics

This section lists and defines all metrics available in the Knowledge Capture
dataset.


Table 1. Knowledge Capture metrics







Metric
Definition
Explore formula




Knowledge Capture events
Knowledge base article updates made using Knowledge
or the Knowledge Capture app.
[Knowledge Capture event ID]


Linked articles
Count of the number of articles linked using
Knowledge or the Knowledge Capture app in a ticket.
IF ([Knowledge Capture type]="Linked") THEN [Knowledge
Capture event ID] ENDIF


Flagged articles
Counts the number of articles flagged for update
using Knowledge or the Knowledge Capture app in an existing
ticket.
IF ([Knowledge Capture type]="Flagged") THEN [Knowledge
Capture event ID] ENDIF


Created articles
Counts the number of articles created using
Knowledge or the Knowledge Capture app in a ticket.
IF ([Knowledge Capture type]="Created") THEN [Knowledge
Capture event ID] ENDIF


Resolution articles
Count of articles linked through Knowledge or the Knowledge
Capture app that were marked as helpful by end users and
resolved their request.
IF ([Knowledge Capture type]="Solved") THEN [Knowledge
Capture event ID] ENDIF


% Resolution rate
The percentage of resolution articles against articles
offered to end users via Knowledge or the Knowledge Capture
app.
COUNT(Resolution articles)/COUNT(Linked articles)


Knowledge Capture tickets
Tickets where any update using Knowledge or the Knowledge
Capture app took place.
[Knowledge Capture ticket ID]


Linked article tickets
Counts tickets where a knowledge base article was linked
using Knowledge or the Knowledge Capture app.

IF ([Knowledge Capture type]="Linked") THEN [Knowledge
Capture ticket ID] ENDIF



Flagged article tickets
Counts tickets where a knowledge base article was flagged for
update using Knowledge or the Knowledge Capture app.
IF ([Knowledge Capture type]="Flagged") THEN [Knowledge
Capture ticket ID] ENDIF


Created article tickets
Counts the number of tickets where an article was created
using Knowledge or the Knowledge Capture app.
IF ([Knowledge Capture type]="Created") THEN [Knowledge
Capture ticket ID] ENDIF


Resolution article tickets
Count of tickets that were resolved by end users through
articles linked via Knowledge or the Knowledge Capture
app.
IF ([Knowledge Capture type]="Solved") THEN [Knowledge
Capture ticket ID] ENDIF


% Agent engagement rate
The percentage of total tickets on which Knowledge or the
Knowledge Capture app was used.
D_COUNT(Knowledge Capture tickets)/DCOUNT_VALUES([Ticket
ID])


% Article linking rate
The percentage of tickets where an article was linked using
Knowledge or the Knowledge Capture app.
D_COUNT(Linked article tickets)/DCOUNT_VALUES([Ticket
ID])


% Ticket resolution rate
The percentage of tickets that were resolved by end users
against tickets on which articles were linked via Knowledge or
the Knowledge Capture app.
D_COUNT(Resolution article tickets)/D_COUNT(Linked article
tickets)


Linked articles - Ticket average
The average number of articles linked using Knowledge or the
Knowledge Capture app to all tickets where a Knowledge or
Knowledge Capture event took place.
D_COUNT(Linked article tickets)/DCOUNT_VALUES([Ticket
ID])


Agent replies
The number of public replies added to a ticket by an
agent.
VALUE(Agent replies)


Assignee stations
The number of agents a ticket has been assigned to.
VALUE(Assignee stations)


Group stations
The number of groups a ticket has been assigned to.
VALUE(Group stations)


Reopens
The number of times a ticket was reopened.
VALUE(Reopens)







Knowledge Capture attributes

This section lists and defines all attributes available in the Knowledge Capture
dataset.


Table 2. Knowledge Capture attributes






Attribute
Definition




Knowledge Capture type
The type of event performed by Knowledge or the
Knowledge Capture app. Possible values are Created,
Flagged, and Linked.


Knowledge Capture ticket ID
The ID of the ticket that was updated using
Knowledge or the Knowledge Capture app.


Knowledge Capture event ID
The ID of the knowledge base article that was
updated using Knowledge or the Knowledge Capture app.


Knowledge Capture brand
The brand of the knowledge base where Knowledge or
the Knowledge Capture app was used.


Knowledge Capture language
The language of the knowledge base where Knowledge
or the Knowledge Capture app was used.


Knowledge Capture locale
The locale of the knowledge base where Knowledge or
the Knowledge Capture app was used.


Ticket ID
The ID number of the ticket.


Ticket status
The current status of the ticket.


Ticket group
The name of the group where the ticket was
assigned.


Ticket assignee
The name of the user to who the ticket is
assigned.


Ticket brand
The brand of the ticket.


Ticket channel
The channel a ticket was created from. For more
information about the ticket channels Explore collects, see
Understanding ticket
channels in Explore.



Ticket form
Ticket form used on the ticket.


Ticket organization
The name of the organization associated with the
ticket.


Ticket priority
The ticket's priority.


Ticket problem ID
The ID of the associated problem ticket.


Ticket requester
The name of the user that requested the
ticket.


Ticket satisfaction rating
The satisfaction rating given to the ticket.


Ticket support type
Identifies whether tickets were resolved by an AI agent or a
human agent. Possible values are Agent and AI agent.


Ticket subject
The subject of ticket.


Ticket tags
The tags associated with a ticket. For important
information about filtering reports using tags, see Reporting on ticket tags
using filters.



Ticket type
The ticket type: Question, Incident, Problem, or
Task.


Sharing agreement inbound
Affiliated instances of Zendesk Support and
companies who share tickets with the current instance of Zendesk
Support.


Sharing agreement outbound
Affiliated Zendesk accounts and companies tickets
are shared with.


Article ID
The ID of the knowledge base article.


Article ID and locale
The ID and locale of the knowledge base article.


Article translation title
The title of the knowledge base article


Article translation URL
The URL of the knowledge base article.


Article author
The name of the user who originally created a
knowledge base article.


User name
The name of the user associated with the
article.


User role
The role of the user associated with the
article.


User ID
The ID of the user associated with the
article.


User email
The email address of the user associated with the
article.


User locale
The locale of the user associated with the
article.


User status
The Zendesk status of the user associated with the
article.


User tags
A list of tags associated with the user for the
article. For important information about filtering reports
using tags, see Reporting on ticket tags
using filters.



User time zone
The time zone of the user associated with the
article.


Intent (Requires intelligent
triage)

A prediction of what the ticket is about. To see the possible
values, open the Taxonomy tab of the
Intent settings page to see the AI Intents list under
the Taxonomy values heading.


Intent confidence (Requires intelligent
triage)

The likelihood that the intent prediction is correct.
Possible values are High, Medium, and
Low.


Language (Requires intelligent
triage)

A prediction of what language the ticket is written in. To
see the possible values, open the Taxonomy tab of the settings
page.


Language confidence (Requires intelligent
triage)

The likelihood that the language prediction is correct.
Possible values are High, Medium, and
Low.


Sentiment (Requires intelligent
triage)

A prediction of how the customer feels about their request.
Possible values are Very Positive, Positive,
Neutral, Negative, and Very
Negative.


Sentiment confidence (Requires intelligent
triage)

The likelihood that the sentiment prediction is correct.
Possible values are High, Medium, and
Low.


Time – Knowledge capture event
Includes several attributes that return the time
and date when an update using Knowledge or the Knowledge Capture
app was registered.


Time – Ticket created
Includes several attributes that return the time
and date when tickets were created.


Time – Ticket solved
Includes several attributes that return the time
and date when tickets were solved.


Time – Ticket last updated
Includes several attributes that return the time
and date when tickets were last updated.


Time – Article created
Includes several attributes that return the time
when an article was created.


Time – Article last updated
Includes several attributes that return the time
when an article was last updated.


Ticket Status – Unsorted
The status of the ticket.


Ticket Priority – Unsorted
The ticket’s priority.


Ticket Type - Unsorted
The ticket type.








Team Publishing dataset (Enterprise only)

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.
This section contains the following topics:
Team Publishing metrics
Team Publishing attributes




Team Publishing metrics

This section lists and defines all metrics available in the Team Publishing
dataset.


Table 3. Team Publishing metrics







Metric
Definition
Explore formula




Articles created
The number of articles that have been
created.
IF [Publishing event type - Unsorted]="Article
created" THEN [Event ID] ENDIF


Articles
published
The number of articles that have been published.

IF [Publishing event type - Unsorted]="Translation published"
THEN [Event article ID] ENDIF



Articles verified
The number of articles that have been verified to ensure they
are up to date.
IF [Publishing event type - Unsorted]="Article verified" THEN
[Event article ID] ENDIF


Articles unverified
The number of articles that have come up for
verification.
IF [Publishing event type - Unsorted]="Article unverified"
THEN [Event article ID] ENDIF


Articles archived
The number of articles that have been archived.
IF [Publishing event type - Unsorted]="Article archived" THEN
[Event article ID] ENDIF


Articles deleted
The number of articles that have been deleted.
IF [Publishing event type - Unsorted]="Article deleted" THEN
[Event article ID] ENDIF


Articles restored
The number of articles that have been restored from
archive.
IF [Publishing event type - Unsorted]="Article restored" THEN
[Event article ID] ENDIF


Articles edited
The number of articles that have been edited.
IF [Publishing event type - Unsorted]="Article edited" THEN
[Event article ID] ENDIF


Translations created
The number of article translations that have been created. An
article can contain multiple translations, for example, English,
French, or Japanese.
IF [Publishing event type - Unsorted]="Translation created"
THEN [Event ID] ENDIF


Translations published
The number of article translations that have been
published.
IF [Publishing event type - Unsorted]="Translation published"
THEN [Event article ID] ENDIF


Translations unpublished
The number of article translations that have been
unpublished.
IF [Publishing event type - Unsorted]="Translation
unpublished" THEN [Event article ID] ENDIF


Translations edited
The number of article translations that have been
edited.
IF [Publishing event type - Unsorted]="Translation edited"
THEN [Event article translation ID] ENDIF


Translations assigned
The number of times that article translations have been
assigned to somebody.
IF [Publishing event type - Unsorted]="Translation assigned"
THEN [Event article translation ID] ENDIF


Translations submitted for review
The number of article translations submitted for
review.
IF [Publishing event type - Unsorted]="Translation submitted
for review" THEN [Event article translation ID] ENDIF


Translations approved for publishing
The number of article translations approved for
publishing.
IF [Publishing event type - Unsorted]="Translation approved
for publishing" THEN [Event article translation ID]
ENDIF


Translations deleted
The number of article translations that have been
deleted.
IF [Publishing event type - Unsorted]="Translation deleted"
THEN [Event ID] ENDIF


Events
The total number of all publishing events like article
creation, archiving, restoration, and deletion.
[Publishing event type - Unsorted]


Translation updates
The number of edits that have been made to article
translations.
IF [Publishing event type - Unsorted]="Translation edited"
THEN [Event ID] ENDIF


Translation assignments
The number of times that article translations have been
assigned to somebody.
IF [Publishing event type - Unsorted]="Translation assigned"
THEN [Event ID] ENDIF


Translation review submissions
The number of article translations submitted for
review.
IF [Publishing event type - Unsorted]="Translation submitted
for review" THEN [Event ID] ENDIF


Translation publishing approvals
The number of article translations approved for
publishing.
IF [Publishing event type - Unsorted]="Translation approved
for publishing" THEN [Event ID] ENDIF


Translation publishing events
The total number of all publishing events like article
creation, archiving, restoration, and deletion.
IF [Publishing event type - Unsorted]="Translation published"
THEN [Event ID] ENDIF


Translation unpublishing events
The number of article translations that have been
unpublished.
IF [Publishing event type - Unsorted]="Translation
unpublished" THEN [Event ID] ENDIF


Article verifications
The number of articles that have been verified to ensure they
are up to date.
IF [Publishing event type - Unsorted]="Article verified" THEN
[Event ID] ENDIF


Article archiving events
The number of articles that have been archived.
IF [Publishing event type - Unsorted]="Archived" THEN [Event
ID] ENDIF


Article deletions
The number of articles that have been deleted.
IF [Publishing event type - Unsorted]="Article deleted" THEN
[Event ID] ENDIF


Article restorations
The number of articles that have been restored from
archive.
IF [Publishing event type - Unsorted]="Article restored" THEN
[Event ID] ENDIF







Team Publishing attributes

This section lists and defines all attributes available in the Team Publishing
dataset.


Note: When an agent schedules an article for
publication, 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.



Table 4. Team Publishing attributes






Attribute
Definition




Event article ID
The ID of the article that recorded a Team
Publishing event.


Event article brand
The brand of the article
that recorded a Team Publishing event.


Event article language
The language of the article that recorded a Team Publishing
event.


Event article locale
The locale of the article that recorded a Team Publishing
event, for example, French.


Event article translation ID
The ID of the article that recorded a Team publishing event
with the locale appended, for example,
12345678_fr.


Article translation title
The title of the article that recorded a Team Publishing
event. This attribute also returns translated versions of the
title.


Article translation URL
The URL of the article that recorded a Team Publishing event.
This attribute also returns URLs for any translated versions of
the article.


Event ID
A unique ID number for each Team Publishing event.


Event type
The type of Team Publishing event, for example, Article
archived or Translation published.


Agent name
The name of the agent who performed the Team Publishing
event.


Agent role
The role of the agent who performed the Team Publishing
event, for example, Agent,


Agent ID
The ID of the agent who performed the Team Publishing
event.


Agent email
The email address of the agent who performed the Team
Publishing event.


Agent locale
The locale of the agent who performed the Team Publishing
event.


Agent status
The status of the agent who performed the Team Publishing
event, for example, Active.


Agent tags
Displays tags associated with the agent who performed the
Team Publishing event. For important information about
filtering reports using tags, see Reporting on ticket tags
using filters.



Agent time zone
The time zone of the agent who performed the Team Publishing
event.


Article event update time
A collection of attributes that return when a Team Publishing
event occurred in different time and date formats.








Knowledge base dataset

This section contains the following topics:
Knowledge Base metrics
Knowledge Base attributes




Knowledge Base metrics

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.


Table 5. Knowledge Base metrics







Metric
Definition
Explore formula




Published articles
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.
DCOUNT_VALUES([Article ID])


Published translations
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.
[Article ID]+[Article locale]


Articles viewed
The number of articles that have been viewed at least once.
Each article is counted only once, even if it is viewed multiple
times.
IF(VALUE(Article views)>0) THEN [Engagement ID]+[Engagement
locale] ENDIF


Article views
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.
Note: Ad blockers might prevent Explore from
recording article views.

AVG(Article views)


Article comments
The number of comments on articles. Data is
available from February 25, 2023 onwards.

[Article comments]


Article subscriptions
The number of subscriptions to articles. Data is
available from February 25, 2023 onwards.

[Article subscriptions]


Article upvotes
The number of upvotes on articles. Data is
available from February 25, 2023 onwards.

[Article upvotes]


Article downvotes
The number of downvotes on articles. Data is
available from February 25, 2023 onwards.

[Article downvotes]


Article votes
The total number of votes on articles (upvotes plus
downvotes). Data is available from February 25, 2023
onwards.

[Article upvotes]+[Article downvotes]


Net article votes
The net number of votes on articles (upvotes minus
downvotes). Data is available from February 25, 2023
onwards.

[Article upvotes]-[Article downvotes]


Net article votes - all time
The current state of the votes on an article. 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 Net article votes instead.









Knowledge Base attributes

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.


Table 6. Knowledge Base attributes






Attribute
Definition




Engagement ID
A unique ID number for the article engagement (view, comment,
subscription, or vote). This is the same as the article
ID.


Engagement brand
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.


Engagement channel
The Zendesk channel from where the article visitor came, for
example, help center, Mobile SDK, or Web Widget.


Engagement language
The Zendesk language of the article visitor.


Engagement locale
The Zendesk locale setting of the article visitor.


Engagement user role
The user role and sign-in status of the article visitor, for
example End-user (signed in), Staff member (signed in), or
Anonymous.


Views user role - ungrouped
Internal system user role data. Typically you'll use the
Engagement user role attribute instead.


Article ID
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.


Author name
The name of the article author.


Article brand
Brands are a customer-facing identity, represented by one or
more help centers or Web Widget, Talk, X (formerly Twitter), or
Facebook accounts.


Article translation language
The language of each article.


Article locale
The locale of each article, for example, en-us.


Article section ID
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.


Article section title
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.


Article title
The title of each article.


Article category title
The name of the category containing the
article. Data is available only for articles published (or
republished) after February 25, 2023.



Article URL
The URL of each article.


Time - Article engagement recorded
Includes several attributes that return the time when each
article was engaged with.


Time - Article created
Includes several attributes that return the time when each
article was created.








Search dataset

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.


Note: The data in this dataset is retained for a maximum of
390 days in the past.

This section contains the following topics:

Search dataset schema
Search metrics
Search attributes


Search dataset schema
Use this diagram to help you understand the elements of the Search
dataset and their relationships.



Search metrics
This section lists and defines all of the Search metrics available.


Table 7. Search metrics







Metric
Definition
Calculation


Searches
The total number of searches performed.
IF ([Event type] = "Search") THEN [Search query]
ELSE NULL ENDIF


Clicks
The number of searches where the user selected a
result.
IF ([Event type] = "Click") THEN [Search query]
ELSE NULL ENDIF


Tickets created
The total number of tickets created in the help
center.
IF ([Event type] = "Ticket") THEN [Search query]
ELSE NULL ENDIF


Avg click-through rate
The number of clicks relative to the number of
searches.
COUNT(Clicks)/COUNT(Searches)


Searches with no results
The number of searches that returned zero
results.
IF ([Event type] = "Search" AND VALUE(Search
results count) = 0) THEN [Search query] ENDIF


Percentage of searches with no result
The number of searches that returned zero results
divided by the number of searches performed.
COUNT(Searches with no
results)/COUNT(Searches)


Searches with no clicks
The number of searches where the user didn’t select
a result.
IF MAX(Clicks by query)=0 THEN COUNT(Searches) ELSE
0 ENDIF


Clicks by query
The number of clicks per search query.
ATTRIBUTE_ADD(COUNT(Clicks), [Search
query])


Search results count
The number of results that were returned for the
search query.
IF [Event type] = "Search" THEN VALUE(All event results
count) ELSE 0 ENDIF


All event results count
The number of times an event (click, search, or ticket
creation) occurred.
SUM(All event results count)


Avg number of results
The average number of results that were returned
for the search query.
[Search results count]/COUNT(Searches)


Tickets created / Search ratio
The number of tickets divided by the number of
searches.
COUNT(Tickets created)/COUNT(Searches)






Search attributes
This section lists and defines all the Search attributes available.


Table 8. Search attributes






Attribute
Definition


Article ID
The ID of the knowledge base article.


Article title
The title of the article.


Article locale
The locale of the article (for example,
en-us).


Event type
The type of search event. Valid values are Search
event, Click event or Ticket submitted event.


Search query
The query string that was searched for by a
user.


Search channel
The channel where the search was performed.


Search click type
If the event is a click event, the search result
clicked could be either an article or community post.


Search locale
The locale of the search.


Search brand ID
The brand ID of the help center that the search was
performed on.


Search brand name
The brand name of the help center that the search
was performed on.


Search user role
The role of the user that performed the search
event. The values are: Anonymous, End user (signed in), Staff
member (signed in).


Search user role - ungrouped
Internal system user role data. Typically you'll
use the Search user role attribute instead of
this.


Search language
The language of the search query.


Search outcome
The outcome of a search. The values are true if the
search generated no results, false if it has at least one
result.


Search timestamp
Includes several attributes that return the time and date
when a search occurred.








Community dataset

The Community dataset contains metrics and attributes that relate to your Zendesk
community activity. This section lists all the available elements for the dataset.


Note: Data in this dataset is available from February 9, 2022
onwards.

This section contains the following topics:


Community metrics


Community attributes




Community metrics

This section lists and defines all of the available community metrics.



Table 9. Community metrics







Metric
Definition
Calculation


Community events
The total actions taken on a community forum,
including created posts, viewed posts, added votes, created
comments, added subscriptions, and submitted tickets.
[guide_community_engagement_community_post_id]


Existing community posts
The number of existing posts in the
community.
[guide_community_posts_community_post_id]


Posts created
The total number of posts created in the
selected time period.
IF ([guide_community_engagement_event_type] =
"Post created") THEN
[guide_community_engagement_community_post_id] ENDIF


Post views
The total number of post views on the community
forum.

IF ([guide_community_engagement_event_type] =
"Post viewed") THEN
[guide_community_engagement_community_post_id]
ENDIF



Post votes
The total number of votes—either up or down—on
a community post.

IF ([guide_community_engagement_event_type] =
"Vote added") THEN
[guide_community_engagement_community_post_id]
ENDIF



Post upvotes
The total number of upvotes on a post.

IF ([guide_community_engagement_event_type] =
"Vote added" AND
[guide_community_engagement_vote_direction]
= "Up") THEN
[guide_community_engagement_community_post_id] ENDIF



Post downvotes
The total number of downvotes on a
post.

IF ([guide_community_engagement_event_type] =
"Vote added" AND
[guide_community_engagement_vote_direction]
= "Down") THEN
[guide_community_engagement_community_post_id] ENDIF



Comments
The total number of comments made on the
community forum.

IF ([guide_community_engagement_event_type] =
"Comment created") THEN
[guide_community_engagement_community_post_id]
ENDIF



Post subscriptions
The total number of subscriptions to posts on
the community forum.

IF ([guide_community_engagement_event_type] =
"Subscription added")
THEN
[guide_community_engagement_community_post_id] ENDIF



Post creation timestamps
The exact time when a community post was
created.

IF ([guide_community_engagement_event_type] =
"Post created") THEN

DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date])
ENDIF



Post creation timestamp by community
post
The exact time when each community post was
created.
ATTRIBUTE_FIX(MIN(guide_community_post_creation_timestamps),
[guide_community_engagement_community_post_id])


Staff response timestamps
The exact time when a staff member commented on
a community post.

IF ([guide_community_engagement_event_type] =
"Comment created" AND
[guide_community_engagement_grouped_user_role]
= "Staff member (signed in)")
THEN
DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date])
ENDIF



Staff response timestamp by community
post
The exact time when a staff member commented on
each community post.
ATTRIBUTE_FIX(MIN(guide_community_staff_response_timestamps),
[guide_community_engagement_community_post_id])


Response timestamps
The exact time when a community member
responded to a post.

IF ([guide_community_engagement_event_type] =
"Comment created") THEN

DATE_TO_TIMESTAMP([timeDimension##guide_community_engagement_timestamp##date])
ENDIF



First response timestamp by community
post
The exact time when a community member
responded to each post.
ATTRIBUTE_FIX(MIN(guide_community_response_timestamps),
[guide_community_engagement_community_post_id])


Time to staff response (hours)
The time in hours between when a post was
created and when the first staff member responded.

(MIN(guide_community_staff_response_timestamp)
- MIN(guide_community_post_creation_timestamp))
/ 3600



Time to first response (hours)
The time in hours between when a post was
created and when the first comment was made.

(MIN(guide_community_response_timestamp) -
MIN(guide_community_post_creation_timestamp))
/ 3600



Number of posts without any comments
The total number of community posts that don't have a
response from any user.
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


Number of posts without staff comments
The total number of community posts that don’t
have a staff member response.

IF ([guide_community_engagement_event_type] =
"Post created") THEN
1 ELIF
([guide_community_engagement_first_staff_response] !=
NULL AND
VALUE(guide_community_post_creation_timestamp)
!= NULL) THEN -1 ELSE 0 ENDIF



Number of days without comments
The total number of days since the last comment
was made on the community forum.

IF
([guide_community_engagement_response_time_bracket] =
"No comments")
THEN
DATE_DIFF(DATE_LAST_FIX([timeDimension##guide_community_engagement_timestamp##date]),

[timeDimension##guide_community_posts_created_at##date],
"nb_of_days") ENDIF



Submitted tickets
The total number of tickets created in the help
center.

IF ([guide_community_engagement_event_type] =
"Ticket submitted") THEN
[guide_community_engagement_event_type]
ENDIF









Community attributes

This section lists and defines all of the available community attributes.



Table 10. Community attributes






Attribute
Definition


Community user email
The email address of the community
member.


Community user ID
The unique ID of the community member.


Community user name
The name of the community member.


Community user created at
Includes several attributes that return the
time and date when a community user was created.


Author ID
The unique ID of the community member who
created a post.


Author name
The name of the community member who created a
post.


Community post ID of existing posts
The unique ID of a community post.


Community post title
The title of a community post.


Community topic ID
The unique ID of the topic that a post or
comment is part of.


Community topic title
The title of the topic that a post or comment
is part of.


Brand ID
The unique ID of the brand associated with the
community forum.


Brand name
The name of the brand associated with the
community forum.


Channel

The channel from which a user viewed a post.
Possible values are HC (help center), Agent
workspace, and API.
For more information about the ticket channels
Explore collects, see Understanding ticket
channels in Explore.



Community post ID
The unique ID of a community post.


Community engagement event type
The type of action taken on a community forum.
Possible values are Post created, Post viewed,
Vote added, Comment created,
Subscription added, and Ticket
submitted.


User role
The role of the community member. Possible
values are End user, Anonymous, Agent,
Admin, and Viewer.


Vote direction
Whether a vote was an upvote or a
downvote.


First reply time
The time between when a post was created and
the first comment made by any community member.


First staff reply time
The time between when a post was created and
the first comment made by an agent.


First staff reply time bracket
The time between when a post was created and
the first comment made by an agent. Values are returned as
<8 hours, 8-24 hours, 1-7 days,
8-14 days, and >14 days.


First reply time bracket
The time between when a post was created and
the first comment made by any community member. Values are
returned as <8 hours, 8-24 hours, 1-7
days, 8-14 days, and >14 days.


Community engagement user ID
The unique ID of the community member.


Grouped user role
The role of the community member. Possible
values are End user, Staff member, and
Anonymous.


Community engagement timestamp
Includes several attributes that return the
time and date when a community engagement event (such as a
vote) occurred.


Community post created at
Includes several attributes that return the
time and date when a community post was created.









Page efficiency dataset

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 from January 15, 2025 onwards.


Important: 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. 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.


This section contains the following topics:


Page efficiency metrics

Page efficiency attributes



Page efficiency metrics

This section lists and defines all of the available page efficiency metrics.



Table 11. Page efficiency metrics







Metric
Definition
Calculation


Confirmed deflections
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.
VALUE(Confirmed deflections)


Assumed deflections
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.
VALUE(Assumed deflections)


Page exits
The number of times the page was viewed as the last event
in a session.
VALUE(Page exits)


Tickets submitted after view
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.
VALUE(Tickets submitted after view)


Page views
The number of times a user has viewed an article or a
community post.
VALUE(Page views)


Average time on page (sec)
The time between a page view event and the next recorded
event in seconds.
VALUE(Average time on page (sec))


Average time on page (min)
The time between a page view event and the next recorded
event in minutes.
VALUE(Average time on page (sec))/60








Page efficiency attributes

This section lists and defines all of the available page efficiency
attributes.


Table 12. Page efficiency attributes






Attribute
Definition


Page type
Identifies whether the page is an article or a community
post.


Page brand
The name of the brand of the help center where the page
resides.


Page title
The title of the article or community
post.


Page ID
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.


Page language
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.


Page locale
The locale of the article being viewed, for example,
en-us.


Page visitor role
The user role of users who have viewed the help center page.
For example:
Anonymous
End user
Viewer
Agent
Admin




Page author name
The name of the author of the community post or the help
center article.


Page author ID
The user ID of the author of a page.


Article category
The name of the top-level category where the article
resides in the help center's hierarchy.


Article section
The name of the section where the article resides in the
help center's hierarchy.


Article title
The title of the article.


Article ID
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.


Article author name
The name of the article author.


Article author ID
The Zendesk ID of the article author.


Community topic
The name of the topic where the community post resides in
the community hierarchy.


Community post title
The title of the community post.


Community post ID
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.


Community post author name
The name of the community post author.


Community post author ID
The Zendesk ID of the community post author.


Activity recorded
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.








User session dataset

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 from January 15, 2025
onwards.


Important: 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. 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.


This section contains the following topics:


User session metrics

User session attributes



User session metrics

This section lists and defines all of the available user session metrics.



Table 13. User session metrics







Metric
Definition
Calculation


Sessions
The count of user sessions where the user has interacted
with the help center.
[Session ID]


Sessions per visitor
The ratio of sessions to unique visitors.
COUNT(Sessions)/D_COUNT(Visitors)


Self-service ratio
The ratio of tickets to help center
sessions.
COUNT(Sessions)/SUM(Tickets submitted)


Bounce rate
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.
COUNT(guide_user_sessions_without_page_view)/COUNT(Sessions)


Confirmed deflections
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.
IF ([guide_user_sessions_deflection] = 3) THEN [Session
ID] ELSE NULL ENDIF


Assumed deflections
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.
IF ([guide_user_sessions_deflection] = 2) THEN [Session
ID] ELSE NULL ENDIF


Assumed deflections after page view
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.
IF ([guide_user_sessions_deflection] = 2 AND
[guide_user_sessions_last_activity_type] = 1) THEN [Session
ID] ELSE NULL ENDIF


Ticket submitted sessions
The number of sessions where a user submitted at least
one ticket.
IF (VALUE(Tickets submitted) > 0) THEN [Session ID] ELSE
NULL ENDIF


Search used sessions
Number of sessions in which at least one search was
performed.
IF (VALUE(Searches) > 0) THEN [Session ID] ELSE NULL
ENDIF


Standard search sessions
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.
IF (VALUE(Searches with quick answer) = 0 AND VALUE(Total
searches) > 0) THEN TRUE ELSE NULL ENDIF


No search sessions
Number of user sessions with no standard or generative
search performed.
IF (VALUE(Total searches) = 0) THEN TRUE ELSE NULL
ENDIF


No page view sessions
Number of sessions where no pages were viewed.
IF (VALUE(Article views) = 0 AND VALUE(Community post
views) = 0) THEN [Session ID] ELSE NULL ENDIF


Quick answer sessions
Number of sessions where at least one generative search
result was displayed. Relies on the customer activating the
applicable AI features.
IF (VALUE(Searches with quick answer) > 0) THEN TRUE ELSE
NULL ENDIF


Search exits
The number of sessions where the search page was the last
page viewed by the user.
IF ([guide_user_sessions_last_activity_type] = 2 OR
[guide_user_sessions_last_activity_type] = 5) THEN [Session
ID] ELSE NULL ENDIF


Quick answer exits
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.
IF ([guide_user_sessions_last_activity_type] = 5) THEN
[Session ID] ELSE NULL ENDIF


Page views
Count of total page views (article and community posts
combined).
VALUE(Article views) + VALUE(Community post
views)


Page views per session
Average number of page views across sessions.
SUM(Page views) / COUNT(Sessions)


Page exits
The number of sessions where an article or community post
view was the last event in the user session.
IF ([guide_user_sessions_last_activity_type] = 1) THEN
[Session ID] ELSE NULL ENDIF


Article views
Count of total article views.
VALUE(Article views)


Community post views
Count of total community post views.
VALUE(Community post views)


Tickets submitted
The total number of tickets submitted.
VALUE(Tickets submitted)


Searches per session
The number of searches per user session, filtered for
sessions with at least one search.
SUM(Total searches) /
COUNT(guide_user_sessions_with_at_least_one_search)


Standard searches
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.
VALUE(Total searches) - VALUE(Searches with quick
answer)


Quick answer searches
The number of search events with a quick answer
presented. Number of sessions where at least one quick
answer result was displayed. You must activate quick
answers to see results from this metric.

VALUE(Searches with quick answer)


Search depth
The number of page views per search.
VALUE(Page views) / VALUE(Total searches)


Visitors
The number of unique visitors to the help center.
[Visitor ID]


Anonymous visitors
The number of anonymous visitors to the help
center.
IF [Visitor role]="Anonymous" THEN [Visitor ID]
ENDIF


Signed in visitors
The number of signed in visitors to the help
center.
IF [Visitor role]!="Anonymous" THEN [Visitor ID]
ENDIF


Session duration (sec)
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.
VALUE(Session duration (sec))


Session duration (min)
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.
VALUE(Session duration (sec))/60








User session attributes

This section lists and defines all of the available user session attributes.



Table 14. User session attributes






Attribute
Definition


Session ID
Identifier for the unique user session.


Session brand
Brand of the help center where the tracked user activity
occurred.


Session language
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.


Session locale
The locale of the session, for example, "en-us".


Session deflection type
The deflection type of the session. Values include
assumed deflection, confirmed deflection, and no
deflection.


Session last activity
The type of activity last recorded. Values include page
view, quick answer search, and ticket submitted.


Session with search
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.


Visitor name
The name of the help center visitor. Anonymous users will
show a NULL value.


Visitor role
Role of the user interacting with the help
center.


Visitor ID
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.

Important: 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 Enabling anonymous
user tracking for your help center.




Visitor email
The email address of the visitor.


Visitor status
The status of the visitor, for example, Active.


Visitor tags
Any tags associated with the visitor.


Exit page type
The type of the page associated with a page exit. Values
include community post and article.


Exit page title
The title of the page associated with a page exit in the
session.


Exit page ID
The ID of the page (community post or article) associated
with a page exit in the user session.


Time - User session start
The timestamp representing when a user session begins.


Session locale
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.


Session deflection type
The type of deflection associated with the
session.


Session last activity
The last event type recorded in a session.


Visitor email
The email address of the user associated with the
session.


Visitor status
The Zendesk status of the visitor associated with the
session.


Visitor tags
A list of tags associated with the help center
visitor. For important information about filtering
reports using tags, see Reporting on ticket
tags using filters.



Exit page type
The type of the page associated with a page exit. Values
include community post and article.


Exit page title
The title of the page associated with a page exit in the
session.


Exit page ID
The ID of the page (community post or article) associated
with a page exit in the user session.


Time - User session start
The timestamp representing when a user session
begins.


Time - User session end
The timestamp representing when a user session
ends.









Quick answers dataset

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.
This section contains the following topics:

Quick answers metrics
Quick answers attributes



Quick answers metrics

This section lists and defines the metrics available in the Quick
answers dataset.









Metric
Definition
Formula


Searches
The total number of searches performed.
[Search ID]


Searches with quick answer
The total number of searches with quick answers
returned.
IF ([Search result type] = "With quick answers") THEN [Search
ID] ELSE NULL ENDIF


Searches with article-only results
The total number of searches with article-only results
returned. Results returned can be articles or
community posts from the Knowledge base.

IF ([Search result type] = "With article-only results") THEN
[Search ID] ELSE NULL ENDIF


Searches with no results
The total number of searches with no results
returned.
IF ([Search result type] = "No results") THEN [Search ID]
ELSE NULL ENDIF


% Quick answer rate
The percentage of searches with quick answers
returned.
COUNT(Searches with quick answer)/COUNT(Searches)


% Article-only results rate
The percentage of searches with article-only
results returned.
COUNT(Search results with article-only
results)/COUNT(Searches)


% No result rate
The percentage of searches with no results
returned
COUNT(Searches with no results)/COUNT(Searches)


Search article-only results
The number of article-only results that were
returned for the search query.
IF ([guide_generative_searches_result_type] = "Without Quick
Answer") THEN [guide_generative_searches_result_count] ELSE NULL
ENDIF


Ratings
The total number of ratings given to quick
answers.
COUNT(Positive ratings)+COUNT(Negative ratings)


Positive ratings
The total number of positive ratings given to quick
answers.
IF ([Search result type] = "With quick answers" AND [Rating]
= "Positive") THEN [Search ID] ELSE NULL ENDIF


Negative ratings
The total number of negative ratings given to quick
answers.
IF ([Search result type] = "With quick answers" AND [Rating]
= "Negative") THEN [Search ID] ELSE NULL ENDIF


% Positive ratings
The percentage of positive ratings given to quick
answers.
COUNT(Positive ratings)/SUM(Ratings)


% Negative ratings
The percentage of negative ratings given to quick
answers.
COUNT(Negative ratings)/SUM(Ratings)







Quick answers attributes

This section lists and defines the attributes available in the quick
answers dataset.








Attribute
Definition


Search ID
The ID of the search.


Search query
The query entered in the search bar.


Search brand ID
The brand ID of the help center that the search was performed
on.


Search brand name
The brand name of the help center that the search was
performed on.


Search channel
The channel where the search was performed.


Search language
The language of the search query.


Search locale
The locale of the search query.


Search result type
The type of the search result. It can be quick
answer, article-only result or no result.


Search result details
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"


Content type
The type of the article.


Content title
The title of the content.


Content ID
The ID of the content.


Content language
The language of the content.


Content locale
The locale of the content (for example, en-us).


Article category
The article of the article.


External content URL
The URL of the external content.


Rating
Rating provided by the user for the quick answer.
it can be Positive, Negative or -


Rating feedback
Feedback provided by the user for the quick
answer.


User name
Name of the user who performed the search.


User role
Role of the user who performed the search


User ID
The ID of the user who performed the search


User email

Email of the user who performed the search



User status

Status of the user who performed the search



User tags
Tags of the user who performed the search


Time - search made
The time each search was made.







