Analytics Feedback
The Analytics Feedback displays information on the article Votes and on Feedback comments that can be entered for a "No" Vote.
- Votes are made on articles in the "Was this article helpful?" section of an article.
- If you have installed the feedback form as part of the Analytics Setup, the Feedback comments are entered if a user clicks the No button in the "Was this article helpful?" section of an article. For a "No" Vote, the feedback section appears so the user can add a comment and let you know why they thought the article was not helpful. The comments allow you to collect text feedback from your visitors when they send a negative vote, so you can better understand the reason for this vote. Refer to Step 2 (optional): Install the feedback form in Setting up Help Center Analytics.
| In this Article Using the Analytics Feedback Information Displayed in Analytics Feedback Displaying the Activity Metrics for a Specific Article Exporting the Feedback on Articles |
Using the Analytics Feedback
The top of the Analytics Feedback tab displays a graph with information on the Votes, for the selected period and filters. This is shown as the number of Votes for the articles and also as a Helpfulness Score, which is calculated as the percentage of positive (Yes) Votes out of the total number of Votes.
Below this graph, the Analytics Feedback tab displays the Feedback comments on the articles, for the selected period and filters. They are shown with the most recent Feedback comments displayed first.
If you have not installed the feedback form in the Analytics Setup, the area below the graph displays as follows and, to install the feedback form, you can click the link for these instructions to redisplay the Analytics Setup and follow the instructions for Step 2 .
This graph initially displays a summary of the Helpfulness Score. You can change this to display the graph for the Article Votes by clicking the heading.
Information Displayed in Analytics Feedback
In the Feedback Graph
| Helpfulness Score | The Helpfulness score is calculated as the percentage of positive (Yes) Votes for the articles, for the selected period and filters. out of the total number of Votes for those articles. |
| Article Votes | The total number of Votes, both Yes and No Votes, for the selected period and filters. |
In the Feedback Comments
| Date | The date the Feedback comment was entered. |
| Article | The article for which the Feedback was entered. |
| Feedback | The Feedback comment entered by the user. |
| User | The type of user. This shows as: "Anonymous" for a user who was not signed on to Zendesk. "End User" for a signed in user who is not an Agent or Admin user in Zendesk. When the user is set up as a member of your staff, this shows their role as set up in Zendesk. This shows as either "Manager" or "Agent". |
Displaying the Activity Metrics for a Specific Article
In the Feedback tab, for an article that holds a Feedback comment, you can click anywhere on the row for the article to display the Article Metrics for that article.
For details of what displays in the Article Metrics, refer to Displaying Article Metrics for a Specific Article and the Visitor's Journey.
Exporting the Feedback on Articles
You can click the Export button to export the metrics, or the feedback comments section, as a .csv file.
