Hello,
I'm hoping to get a sense of how many of our end-users are signing into and accessing our Guide Knowledge Base. I understand I can use Explore to determine total article views, or the number of times a particular article was viewed.
However, a single end-user may access multiple articles, and I'd like to narrow in on total number of end-users who logged into the Knowledge Base to understand what % of our end-user base is utilizing the Knowledge Base. Is this possible?
Hi Matt,
The kind of report you are looking for is currently not something that can be reported on in the Knowledge Base dataset in Explore. However, using the Support: Tickets dataset it is possible to report on the number of end-users by the requesters' last sign-in - assuming that an end-user in your Knowledge Base is also a requester on a ticket in Support, this is the closest you will currently get.
#helpsome regards,
Marie-Cathrine Sørensen
Developer @ helphouse.io
Hi Marie-Cathine,
Thanks, I could not find it in ticketing system neither.
Where can I submit feature request for Explore to be able to see number of people logged in and who, when, and what viewed?
HI @matt50,
Thanks for your feedback, I understand that knowing how many visitors your help center has is a very valuable insight.
We're planning to release a dataset later this year where we consider to include the number of visitors, this number however, will likely not be as accurate as you want it to be. Let me give you an example; the same anonymous user returning via a different browser, device or location will be captured as a new user.
Nevertheless, we are working on a dataset which will allow you to measure and track an assumed visitor number with a lot higher accuracy compared to article views.
Cheers!
Hello @orsolya,
Is there an update on the planned release to view the number of visitors? This would be really helpful to accurately track signed-in users and staff.
In my use case, the help center requires logging in and is mainly internal articles for now. We are looking to see how many times (including timestamps) the agent accesses an article and is compliant with company policy. Based on your description above, it looks like this is something I will be able to pull a report on correct?
HI @orsolya
Just wanted to check if we have this new data set available now in explore?
We are also hoping if in this new data set, it will allow us to capture average time end user spends in our KB.
Thank you
Art
Hey All,
Chiming in on this. We've gone through various re-prioritization of datasets with the team that manages our Explore reporting tool. Right now, this is targeted to be delivered in H1 2024.
In the meantime, we recommend the use of our Google Analytics integration to get this more granular reporting.
Thanks!
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
You can share your feedback with our Explore product managers by creating a post in the following topic: Feedback - Reporting and analytics (Explore)
Thanks for taking the time to share your ideas with us :)