Overview of the Zendesk Guide dashboard

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4 Comments

  • Thomas Hill

    A great read Rob, thanks for taking the time to break these metrics down.

    Do you know where I can find information about how Knowledge Content Activity is recorded?

    For example, if an agent comments on a ticket, but later on another agent provides a link to an KB article, does that count as an engagement for the first agent with or without a link?

    Thanks for the input!

    1
  • Rob Stack

    Hi Thomas, I'm glad you liked the article!  I've passed your questions onto the engineering team who should be able to give the answers you need. I'll be sure to update the docs with any relevant feedback!

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  • Ben Saffran

    Hi Thomas! 

     

    We do currently have datasets for both Answerbot and the Knowledge Capture app but we do not have a dataset for Guide events (the actual Help Center/Community link data is not recorded for example). This is something on our development teams radar for the future though! 

     

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  • Thomas Hill

    Thanks for the replies Rob & Ben,

    Looking forward to seeing these come to fruition!

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