Analyzing your Knowledge activity

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Zendesk Explore features a prebuilt dashboard to help you analyze the events and ticket activity that take place in Knowledge in the context panel. The dashboard can help you identify solved tickets with Knowledge activity, flagged tickets, agent activity, and more.

Tip: You can't edit this dashboard directly, but if you're on a Professional plan or higher, you can create an editable copy of it.

This article contains the following topics:

Accessing the Knowledge Capture dashboard

Understanding the Knowledge Capture dashboard reports

Accessing the Knowledge Capture dashboard

The Knowledge Capture dashboard is available only if Knowledge in the context panel has been turned on.

To access the Knowledge Capture dashboard

Click the Zendesk Products icon () in the top bar, then select Analytics.

From the list of dashboards, select the Zendesk Knowledge dashboard.

Click the Knowledge Capture tab.

Understanding the Knowledge Capture dashboard reports

The Knowledge Capture tab shows information about Knowledge activity, including articles that were linked from a ticket, articles that were created using Knowledge, and agent engagement with Knowledge.

The information in this dashboard is updated on a schedule based on your Explore plan. See Data refresh intervals for Explore reporting.

Knowledge Capture dashboard headline metrics

This tab displays the following headline metrics (KPIs):

Agent engagement: The percentage of tickets with Knowledge activity from the total number of tickets. Cannot be filtered by agent name.

Linked articles per ticket: The average number of articles linked to using Knowledge for each ticket. Cannot be filtered by agent name.

Linked articles: The total number of articles that have been linked to using Knowledge.

Flagged articles: The number of articles flagged for update in existing tickets using Knowledge. An article is not flagged in the ticket until the ticket has been saved at least once.

Created articles: The number of articles created using Knowledge. Articles created without a ticket aren't counted in this metric.

Knowledge Capture dashboard reports

This tab displays the following reports:

Knowledge Capture activity by date: Displays the articles that were linked to, flagged. and created using Knowledge over the date range you chose.

Linked articles by selected attribute (top 10): Shows the number of articles that were linked to using Knowledge. You can filter this by brand or language.

Created and flagged articles by selected attribute (top 10): Shows the number of articles that were created and flagged using Knowledge. You can filter this by brand or language.

Agent engagement rate by month (12 months): Shows the percentage of your agents that engaged with Knowledge and the number of tickets created with it over the last 12 months.

Knowledge Capture activity by agent: A list of agents showing how many articles they linked, flagged, or created through Knowledge.

Knowledge Capture activity by article: The articles that were linked to or flagged by Knowledge.