Analyze Knowledge Capture App Activity - Frequently asked questions
Frequently asked questions
How can I access the Knowledge Capture dashboard in Zendesk?
To access the Knowledge Capture dashboard in Zendesk, you need to navigate through the product tray. Open Zendesk Support, click on the Explore icon, and then select the Zendesk Guide dashboard from the list of dashboards. Once there, click on the…
What are the headline metrics available in the Knowledge Capture dashboard?
The Knowledge Capture dashboard provides several key performance indicators (KPIs) to help you analyze your team's activity. These include Agent Engagement, which shows the percentage of tickets with Knowledge or Knowledge Capture app activity,…
How can I customize the Knowledge Capture dashboard in Zendesk Explore?
You can customize the Knowledge Capture dashboard in Zendesk Explore by cloning it. This allows you to edit and tailor the dashboard to better suit your needs. If you require more complex reports, you can create your own using a wide range of…
What types of reports are available in the Knowledge Capture dashboard?
The Knowledge Capture dashboard offers a variety of reports to help you analyze your team's activity. These include Knowledge Capture Activity by Date, which shows articles linked, flagged, and created over a selected date range. You can also view…
What is the difference between 'Linked Articles' and 'Flagged Articles' in the Knowledge Capture dashboard?
In the Knowledge Capture dashboard, 'Linked Articles' refers to the total number of articles that have been linked to using Knowledge or the Knowledge Capture app. On the other hand, 'Flagged Articles' are those that have been flagged for update in…
Can I track the number of times an agent has viewed an article in the Knowledge Capture app?
Currently, the Knowledge Capture app does not track the number of times an agent has viewed an article. This makes it challenging to identify articles with low engagement. While Google Analytics can provide some insights into article views, it does…
How can I report on the individual components of 'Agent Engagement' in Zendesk?
To report on the individual components of 'Agent Engagement' in Zendesk, you can use the Guide: Knowledge Capture dataset in Explore. This dataset allows you to look closer at ticket data from the Knowledge Capture app. You can create custom…
Is it possible to filter out linked articles from internal notes in the Knowledge Capture report?
Currently, the Knowledge Capture dataset does not have an attribute that can filter out linked articles from public or private comments. This limitation means that all linked articles, regardless of their context, are included in the report. This…
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