The Analytics Content displays information on the activity for specific Articles. For each article you can see the number of Article Views, Unique Visitors, Tickets Created in your Help Center, the Conversion % and the Helpfulness score.
You can also display a summary of the activity for Categories and or Sections.
In this Article
Using the Analytics Content
Searching for Articles
Information Displayed in Analytics Content
Displaying the Activity Metrics for a Specific Article
Identifying Articles that have not been Viewed
Grouping or Ungrouping Languages
Exporting the Analytics Content
Using the Analytics Content
Content initially displays the Articles that have been viewed during the selected period. You can change this to display the article views by Categories or Sections.
In the Date Selector, you can set the option to Compare to previous period (refer to Date Selector in Using the Dates and the Filters in Analytics). When this is selected, Content also displays values for the previous period in orange, as in the following example.
Searching for Articles
You can search for articles using the Search for ID or Title. The search is made on the ID or the Title of the articles, not on the content.
Searching on Title
- You need to enter a word in full in the search.
- The search is a smart search, so similar words are also found.
For example, if you search for "new" this will also find any occurrences of "news", "newly". There are therefore no wildcards (such as *) relevant for the search.
Searching on ID
You can also enter all or part of the Zendesk ID of an article.
Information Displayed in Analytics Content
| Article Views | This displays the total number of views for each article, for the selected date period. |
| Unique Visitors |
This displays the total number of unique visitors to each article, for the selected date period. Visitors are tracked by generating a random unique identifier for each visitor. This identifier is stored in the browser cache of the visitor to the Help Center. The unique identifiers are then used to count the Unique Visitors. The unique visits are counted in intervals of 1 hour and the visits are then aggregated (summed) for the dates selected in the Analytics filter. The total number would therefore be slightly higher than the actual number of unique visitors. For example,
The unique identifier is cleared if the visitor clears their cookies or browser cache. |
| Reading Time |
The Reading Time provides insights into how visitors engage with your content. This gives the average reading duration, in seconds, for the individual articles (for the selected date period and filters). This allows you to gauge the time visitors invest in your articles and can help identify content that may require adjustments, understand readers' engagement levels, and also to estimate bot traffic by observing views with little or no engagement. Note: Collection of the Reading Times started on October 1st 2023 and data before that date will show as 0s.
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| Tickets Created |
In the Help Center, at the bottom of an article, a user can click Submit a request to create a Helpdesk ticket directly from the article.
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| Conversion % |
The Conversion % in the Content tab shows the percentage of Tickets Created (the tickets created with the Submit a request for that article) compared to the number of Article Views for that article, in the selected date period. The Conversion % calculation is based on the actual number of tickets created after an article visit. Help Center Manager tracks the following:
For example, if a visitor reads an article and then creates a new ticket through a different channel (such as through email or WhatsApp) this is included in the Conversion % calculation. However, this is only possible for visitors who logged in or submitted a contact form at least once, so that Help Center Manager can access their email address, encrypt it and hash it, and use that as an identifier. |
| Helpfulness |
The Helpfulness score is calculated as the percentage of positive (Yes) Votes for that article out of the total number of Votes for that article. The Helpfulness percentage displays with the following color codes. Red = less than 50% |
Displaying the Activity Metrics for a Specific Article
In the Content, clicking anywhere on the row for an article, displays 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.
Identifying Articles that have not been Viewed
You can use the Viewed filter to identify articles that have not been viewed by any visitors within the selected period. This can help you decide whether certain articles should be updated, relocated, or retired, or if the article title or label needs to be changed so that the article is found more easily.
You may also want to combine this with the Filter for Visitors, to exclude views by "Staff".
Grouping or Ungrouping Languages
If you have translations of your articles, by default, the article Title displays in the default language that is set for the Help Center. Any visits to an article in any of the translations are grouped with the default language article.
The following example shows an article that is found with a search and with Group Languages.
If you want to show the information for the translations separately, select Ungroup Languages. The Content information then includes the Language column and the information for any translations is shown separately.
This is the same example as above with Ungroup Languages selected.
In the same way as with Votes, Tickets in your Help Center cannot be separated by language. Therefore the Conversion % cannot be tracked by language.
Exporting the Analytics Content
You can click the Export button to export the metrics as a .csv file. This can be especially useful if you are using the Compare to previous period function (refer to Date Selector in Using the Dates and the Filters in Analytics).