Metrics and attributes for Zendesk Answer Bot

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19 Comments

  • Brighton

    If we get feedback on a specific end user that used the bot and would like to see their journey through the flowbuilder, what kind of report would we be able to build to find that information?

    Id like to be able to search the end user email and/or name and find their flowbuilder "transcript" even if they werent xfrd to an agent. Thanks!

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  • Daniel Aron
    Zendesk Product Manager

    Hi Alexan,

    Thanks for your feedback. We are currently working on the next iteration of the Flow Builder dataset and dashboard which will include capturing performance metrics for every answer flow so you have more granular insights. I believe this will provide what you're looking for. We currently expect to release this enhancement in late Q4.

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  • Jake Smith

    Hey Daniel Aron,

    Is there a more specific release date for this yet? We are in Q4 and without this reporting Flow Builder isn't a tool we can fully roll out.

    Thanks,

    Jake

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  • Vaibhav Bhardwaj

    Hi Paolo,
    Thanks for the clarification. 

    So naturally, it wouldn't capture those who answered no, I believe?
    And if the customer does not hit anything at all, regardless of their intended response, does the timer just continue? Is there not a threshold that takes them out of the equation? For example, if they just close the screen.

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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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  • Adam Goodell

    Is there a way to filter roles from the Total Users metric? For example, filtering for end-users or agents.

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  • Paolo
    Zendesk Engineering
    Hi Vaibhav,
     
    The time is calculated from the suggestion being generated until the customer hits the "Yes" button. If the customer does not hit the "Yes" button, the timer will continue.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
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  • Mike DR
    Zendesk Customer Care
    Hi Vincent! Would those users that are not included in the "engaged with bot" metric respond or chose a prompt your team setup in flow builder?
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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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  • 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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  • Freyja

    Hello, I have a question regarding the metric agent_transfer_completed. Is this related only to live chat? Because we don't have live chat but only the option to contact us by opening a ticket via mail. We would like to track the tickets coming from the chatbot only to measure his performance since it has been launched just yesterday. Is it possible? If yes, which is the best way to track them? Thanks

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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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  • Vaibhav Bhardwaj

    Resolution minutes - The duration in minutes between a suggestion being generated in Answer Bot, and this suggestion solving the ticket.

    Could you help me understand how exactly the time is calculated?? 
    1. When the customer hits 'Does this article answer your question?' - Yes
    OR 
    2. When they remain on the bot and continuously browse the article even though they don't click ' Does this article answer your question?'  Will it still calculate that time?

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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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  • 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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  • Vincent Aditya

    Hello,
    I have a question regarding the "engaged with bot" metric in our Zendesk system. Currently, every user who contacts us is directed to the answer bot, so logically, all of them should be counted in the "engaged with bot" metric, right? However, when we analyze the data, we've noticed that some customers who contact us are not included in the "engaged with bot" metric. I'm curious to understand why this discrepancy exists and why these customers are not being counted.

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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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  • 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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  • Sean O'Neill

    I have a question which I am struggling to answer, or simply missing the point.  I want to know what the 'Answer Enquiry*' is on the conversations handled by the bot and not passed to an agent on a ticket.  I also want to know what 'article/auto-reply' is recommended off the back of the enquiry.  All the above information relies on there being a ticket created doesn't it?

    * Side note, why 'Answer Enquiry', why not simply 'Customer Question', I can't see the logic in the naming of this field, or again, maybe I am missing something?

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