On May 7th, 2020, we will be releasing major enhancements to the Answer Bot dataset and pre-built dashboard to help customers harness the power of AI. With these reporting enhancements, customers can perform channel analysis, capture rejected articles, and dive into customer enquiries, user, and organizational data.
Shifting the focus to the key metrics
In the updated version of the pre-built dashboard, we’ve highlighted the most relevant Answer Bot metrics front and center so customers can understand the most important metrics at a glance. Like the rest of the dashboards in Explore, these can be easily filtered to show only the data you need, whether it’s by brand, channel, or language.
For customers who use multiple Answer Bot channels, the game-changing update is the introduction of the Answer channel attribute. With this update, customers can analyze Answer Bot performance, identify trends for each channel, and compare them side by side.
Here are the new pre-built dashboard charts that are powered by this attribute:
Viewing customer enquiries
Until now, it wasn’t possible to view customer enquiries that were served by Answer Bot unless the request came through the ticket channel. This changes with the Answer enquiry attribute. Now you can drill into the metrics and see the actual questions customers asked.
Reporting on articles that were marked as unhelpful by users is now possible. Rejected articles and Rejection rate metrics serve this purpose and are available in the dataset and pre-built dashboard. You will be able to identify which articles are often marked as unhelpful and enhance them.
In some situations, articles suggested by Answer Bot don’t resolve the customer’s enquiry directly but instead point them in the right direction in the help center to find the answer to their question. These resolutions are known as indirect resolutions. Previously Explore didn’t capture such resolutions but now they are reflected in Resolutions, Indirect resolutions and Answer status fields.
User and organization attributes
We’re introducing a number of new user and organization attributes that bring more customer context to your queries and dashboards.
Find the detailed list of field changes below:
|Indirect resolutions||Metric||New||The number of Answer Bot answers that indirectly resolved the end user’s request.|
|Rejected articles||Metric||New||The number of Answer Bot suggestions that have been marked as unhelpful by end users.|
|% Rejection rate||Metric||New||The percentage of Answer Bot suggestions that have been marked as unhelpful by end users.|
|Answer channel||Attribute||New||The channel on which Answer Bot interacted with the end user. Values include Email, Web Widget, Web form, API, SDK, Slack, etc.|
|Answer enquiry||Attribute||New||The end user’s question for which Answer Bot looked for suggestions. The attribute values are limited to the first 255 characters.|
|Answer resolution article ID||Attribute||New||The ID of the knowledge base article which resolved the end user’s enquiry.|
|Suggested article rejected||Attribute||New||The article suggestion generated by Answer Bot being marked as unhelpful by an end-user. Values are True and False.|
|User name||Attribute||New||The name of the user who was assisted by Answer Bot.|
|User role||Attribute||New||The role of the user who was assisted by Answer Bot.|
|User ID||Attribute||New||The ID of the user who was assisted by Answer Bot.|
|User email||Attribute||New||The email address of the user who was assisted by Answer Bot.|
|User locale||Attribute||New||The locale of the user who was assisted by Answer Bot.|
|Users status||Attribute||New||The Zendesk status of the user who was assisted by Answer Bot. Values are Active, Suspended or Deleted.|
|User tags||Attribute||New||A list of tags associated with the user who was assisted by Answer Bot.|
|User time zone||Attribute||New||The time zone of the user who was assisted by Answer Bot.|
|User organization name||Attribute||New||The organization name of the user.|
|User organization ID||Attribute||New||The organization ID of the user.|
|User organization domains||Attribute||New||The domain name of the organization of the user, for example, zendesk.com.|
|User organization status||Attribute||New||The system status of the organization of the user, either active or deleted.|
|User organization tags||Attribute||New||The tags associated with the organization of the user.|
|Attempts||Metric||Title update||The metric was renamed from Attempted answers to Attempts.|
|Answers||Metric||Title update||The metric was renamed from Offered answers to Answers.|
|Unsuccessful attempts||Metric||Title update||The metric was renamed from Unoffered answers to Unsuccessful attempts.|
|Clicks||Metric||Title update||The metric was renamed from Clicked answers to Clicks.|
|Resolutions||Metric||Title update||The metric was renamed from Resolution answers to Resolutions.|
|% Suggestion rate||Metric||Title update||The metric was renamed from % Answer offer rate to % Suggestion rate.|
|% Click-through rate||Metric||Title update||The metric was renamed from % Answer click-through rate to % Click-through rate.|
|Suggested articles||Metric||Title update||The metric was renamed from Suggestions to Suggested articles.|
|Clicked articles||Metric||Title update||The metric was renamed from Clicked suggestions to Clicked articles.|
|Resolution articles||Metric||Title update||The metric was renamed from Resolution suggestions to Resolution articles.|
|% Article click-through rate||Metric||Title update||The metric was renamed from % Suggestion click-through rate to % Article click-through rate.|
|Answer status||Attribute||Functional update||The Resolved answer status was updated, now it appears on the indirectly resolved answers too.|
|Suggested article clicked||Attribute||Title update||The attribute was renamed from Suggestion clicked to Suggested article clicked.|
|Suggested article resolved||Attribute||Title update||The attribute was renamed from Suggestion resolved to Suggested article resolved.|
|Suggested article language||Attribute||Title update||The attribute was renamed from Suggestion language to Suggested article language.|
|Suggested article locale||Attribute||Title update||The attribute was renamed from Suggestion locale to Suggested article locale.|
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