When reporting on Answer Bot activity, I see metrics for Attempts and Answers. What is the difference between these metrics?
The metrics Attempts, Answers, and Unsuccessful attempts in Answer Bot help you report on where the bot tried to offer content, and how successful it was.
What does it mean?
The Attempts metric makes up all tickets or chats where Answer Bot tried to offer content, whether it or not it was successful. Sometimes Answer Bot is not able to find anything in your Knowledge Base to offer in response to the customers' question. In that case, Answer Bot does not fire and the customer doesn't see any articles. These are known as Unsuccessful attempts. Other times, Answer Bot does find content that might help the customer and sends that content to the customer. These are known as Answers.
For example, your customers submitted 300 tickets today. You have restricted Answer Bot to only fire on tickets that came into your support email address. Only 200 of those 300 tickets came into your support address, so Answer Bot looks for content in your Knowledge Base to offer on those 200 tickets. Answer Bot is unable to find anything to offer on 40 of those tickets, so only 160 of those tickets are sent article suggestions by Answer Bot.
In this scenario, you have 200 Attempts, 40 Unsuccessful attempts, and 160 Answers.