Metrics and attributes for Zendesk Answer Bot

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8 Comments

  • Dallin Harmon

    Thank you Zendesk. I am excited to dig into these analytics and improve our customer experience. 

     

    Do you happen to know if we will increase the count number of 1000 steps on the FlowBuilder? I believe once we have this fully optimized to our liking and the liking of our customers, this won't be sufficient for our needs.  Does a higher plan allow you have access to more steps within the flow?  

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  • Daniel Aron
    Zendesk Product Manager

    Hi Dallin Harmon we have some major Flow Builder enhancements planned in the 9 month roadmap that will increase the number of steps that can be configured beyond the current limit. Plan type has no bearing on the current limit.

    As a temporary solution we have a feature flag available that will extend the step limit from 1,000 to 2,000. However, please note that exceeding 1,000 steps may impact the performance of the Flow Builder admin interface.

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  • Dallin Harmon

    That is really good to know. Thank you. How do we contact someone from Zendesk to get that flag put on our account. We will be very careful and cautions in adding additional steps. 

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  • Elaine
    Zendesk Customer Care
    Hi Dallin,
     
    Right now, as per the article Limitations in messaging functionality -- Volume limitations, the number of steps in a Flow Builder bot flow is only up to 1000 steps at the moment.
     
    I'm not sure about the feature flag that was previously mentioned by my colleague, but I recommend you submit a product request or feedback on the Flow Builder enhancements in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
     
    We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality. Stay safe!
     
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  • Daniel Aron
    Zendesk Product Manager

    Hi Dallin Harmon, i'll reach out to you directly via email about the feature flag.

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  • Richard Jacobs

    Hey there, do you happen to know if this data is available via an API?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Richard,
     
    I'm afraid there are no public facing APIs available for Answer Bot metrics. Currently, the only way to pull up these metrics is through Explore.
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  • Alexan

    I am having some issues to get data for the % of users who are selecting the "transfer to agent" option in our flow builder. I tried using "count" with the keyword of "Or, chat with an agent" but it was double counting it. I also tried using count of "activity event" attribute but it was not giving me count of users who transferred to agent

    Currently I am able to get the % of users who opts to "transfer to agent" if it was in the 1st level of my flow builder where I have only 2 options: self service or transfer to agent

    However, for users who selects the self service flow, i have 2 to 4 additional layers for self service where they can be self-guided in our articles based on common categories. User will subsequently be prompted to end the self service flow or choose to transfer to agent (if they have not found the answer to their question).

    I'd like to know the ratio of users who are opting to transfer to agent on every flow provided to them (excluding the 1st level flow). 

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