Implemented

Knowledge Center Bot Analytics & Article Views

  • 4 November 2019
  • 4 replies
  • 142 views

Userlevel 6

Posting on behalf of a customer -

 

It would be great to have analytics on the Knowledge Bot. The use case is that they have Zendesk integration with the knowledge base. Having the ability to see which articles are being viewed, for example, would allow for better insights on where customers/users need help on.

 

CC @mickey 


4 replies

Userlevel 7
Badge +2

@alextran Thanks for bringing this up here! 

Your enhancement request is considered and available in the March-2020 release.

You can now view the analytics of Knowledge Center Bots. KC Bot Analytics helps you understand how often the Bot is used, or how many user views there are on Bot Engagements/articles, or if the search terms are returning the desired results.

To view KC Bot Analytics:

  1. Click Analytics menu from the left pane.
  2. Click Knowledge Center from the Engagements section. The list view of KC Bots is displayed.
  3. Click on the Bot name to view the detailed analytics of the selected Bot.

Note: The date filter on top of the page allows you to select the date range of Bot Analytics.

Please go through this article for more information. 

Here is the complete list of posts implemented for 6.13(March Release), request to share this with the customers.

Userlevel 2

@sai_ram, Using the integration with Zendesk, I have articles that users can view in my KC bot. However, article views of Zendesk-based articles aren’t showing up in GPX. 

Userlevel 5

You can now view articles from the KB integrations in the analytics by selecting “Integrated Articles” from dropdown

 

 

Userlevel 2

@angelo Huge! Thanks you

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