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Reporting in Explore on Article Verification

Melissa Lucore
It would be helpful to have a list of articles by agent that have not been verified using Explore. I can get the list in Guide Admin, however, I cannot export the report and send to each agent. Would also like a way to create monthly scheduled reports in Explore so I can send to each agent/manager.
It appears that in Explore I can currently see which articles are unverified, but not the corresponding author/owner.
Having this report available would allow for better maintenance of article verification and also allow for better resource planning (ex - if someone has 30 articles that need verified, they should spend more time on that than on tickets for the week).

5 Comentarios

  • Orsolya Forster
    Zendesk Product Manager

    HiMelissa Lucore,

    Thanks for your feedback!

    Currently, you're able to pull the number of unverified articles per agent by using the COUNT(Articles unverified) metric and Agent name attribute in the Guide Team publishing dataset. I understand that on top of that, the ability of listing the article titles per agent would be an important piece of functionality.

    I'm capturing your feedback and will consider for future product improvements.
    干杯!

    0
  • Melissa Lucore

    In our experience, that has not been true. When pulling the number of unverified articles per agent by using the COUNT(Articles unverified) metric and Agent name attribute in the Guide Team publishing dataset, it shows the agent who is responsible for unverifying the articles. None of our agents manually mark articles as unverified, so this metric is not helpful. The report does not provide the information we want which is number of articles that are unverified that are owned by a particular agent. We have reviewed this with our CSM and they have confirmed that what we are seeing is not the number we are looking for.

    0
  • Orsolya Forster
    Zendesk Product Manager

    Thanks for your feedback, I understand that there is an additional metric which is needed for your use case. We'll look into this and I will update this thread once we're ready to plan the upgrade.

    干杯!

    2
  • Gareth

    Orsolya I echo Melissa's request here, the business issue we're looking to solve is to provide visibility on which guides are currently unverified along with their titles and owners so that we can follow up with owners to take action.

    I have followed the same steps as Melissa and the data provided does not enable me to do this so we would also benefit from the enhancement.

    2
  • Mary Paez

    Is there any update on this? We still are waiting for a way to do this?

    0

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