Explore: Knowledge Capture - What is your target agent engagement rate?

Hi Ryan. Can you define Agent Engagement percentage? What's your numerator and denominator?

@Sy Sussman It's one of the headline metrics in the current Zendesk Guide: Knowledge Capture dashboard:

Agent engagement % = tickets with Knowledge Capture activity divided by the total number of tickets.

More information is here https://support.zendesk.com/hc/en-us/articles/115004881807-Analyzing-your-Knowledge-Capture-activity-Guide-Professional-and-Enterprise- .

Hi Ryan, I found this looking for the same answer!  Did you get any further?  It would be interesting to see what others are striving for.  

Hey, @Verity Stanford-Tuck! Unfortunately, I still haven't found any consensus on what percentage we should be striving for.

Hello Ryan! That is a great question. I can talk a little bit about our experience here with our Zendesk Customer Support team.

Early on in our KCS implementation, we set very aggressive targets for participation. For example, initially, we expected 100% of all tickets would have some KC engagement. We found that setting aggressive targets during the early phases of implementation created high anxiety from our agents.

We then moved to a less aggressive approach and we now aim for a 50% Agent engagement with the app. We also learned to recognize value and not just volume. We analyze Knowledge Capture activity, but we also look at other indicators, such as CTR in search results, page views, successfully served up by our answer bot, etc.

I understand that this may be a non-answer but in the end, each team has different circumstances and what works for one may not work for others.

If you want to learn more about our KCS implementation, see the following resources:

• Zendesk on Zendesk: How we use the Knowledge Capture app
• Zendesk on Zendesk: How we do KCS

Let me know if you have any questions.

Thanks for the insight, @Ricardo! I really appreciate it.

Hi, just wondering whether there'd been any more input on this as it's been a question raised by our Exec team recently. We're currently at around 5% but would like to grow to at least 30% asap. I believe it's reasonable but would be good to see/hear how others have run with it. Albeit helpful, to hear from those not working for Zendesk would be greatly beneficial! :) Thanks