Reporting Agent Engagement Rate in Zendesk
Can I report on the engagement rate of agents using Knowledge Capture?
Yes, you can report on the engagement rate of agents using the Knowledge Capture dataset in Zendesk Explore. There is a default metric called '% Agent Engagement Rate' that measures this. It's included on the default Knowledge Capture dashboard, where you can use the Agent Name filter to see engagement for individual agents.
More related questions
What is happening to the Knowledge Capture app in Zendesk?
The Knowledge Capture app will be discontinued on August 29, 2024. This means it will no longer be available for download. However, don't worry! Replacement capabilities are now available natively in the Knowledge section of the context panel in…
How can I analyze Knowledge Capture activity in Zendesk?
You can use Zendesk Explore to view and create reports that help you analyze activity from Knowledge or the Knowledge Capture app. These reports are available by default as part of the Knowledge Capture tab on the Zendesk Guide dashboard. By…
What do I need to start analyzing Knowledge Capture activity?
To start analyzing Knowledge Capture activity, you'll need Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. Additionally, you should have access to Zendesk Guide and the Knowledge in the context panel in Agent…
How can I report on the number of article links created in Zendesk?
To report on the number of article links created, you can use Zendesk Explore. In the Metrics panel of your blank report, click 'Add' and choose 'Knowledge Capture events > Linked articles', then click 'Apply'. Explore will display the total number…
How can I find out which articles are most linked to tickets?
To find out which articles are most linked to tickets, you can create a report in Zendesk Explore. Start by adding 'Knowledge Capture events > Linked articles' in the Metrics panel. Then, in the Rows panel, add 'Article > Article translation…
How can I see which agents flagged the most articles this year?
To see which agents flagged the most articles this year, create a report in Zendesk Explore. Add 'Knowledge Capture events > Flagged articles' in the Metrics panel. Then, in the Rows panel, add 'Agent > Agent name'. To filter for the current year,…
Does manually adding a link in a ticket count as a linked article?
Yes, any link added in a ticket comment is recorded by the Knowledge Capture app, whether it was added manually or using the app. This means that even if an agent copies and pastes a link from the guide, it will still count as a linked article.
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