I would like to suggest an enhancement to the Knowledge Base reporting capabilities in Zendesk Analytics.
Currently, the Knowledge Base Report provides the following metrics:
However, there is no way to identify or filter the types of users who contributed to this engagement. From an operational perspective, understanding who is interacting with articles is just as important as the engagement itself.
At the moment, the only available attribute related to users is “role.” Even this is limited to broad categories such as null, anonymous, end-user, and agent. It does not support more granular distinctions such as custom roles. As a result, it is practically impossible to analyze what kind of users are reflected in the Knowledge Base metrics.
Additionally, there is no available API that allows us to retrieve this data at a more detailed level.
Because of these limitations, administrators are unable to perform meaningful, user-based analysis of Knowledge Base performance. This makes it difficult to effectively manage and improve Help Center content.
It would be extremely valuable to have the ability to:
- Filter Knowledge Base metrics by user attributes (including custom roles, user tags, user custom fields, etc..)
- Identify and analyze engagement by different user segments
- Access this data via API for more advanced analysis
Adding these capabilities would greatly enhance the usability of Knowledge Base analytics and help administrators better understand and optimize their Help Center.