Zendesk Explore features a prebuilt Answer Bot dashboard that includes tabs that help you monitor your bot's performance. These dashboard tabs can help you identify how many users received a message from the bot, how many users actively engaged with the bot, and how many users’ conversations were transferred from the bot to an agent.
You can edit and customize the Answer Bot dashboard by cloning it. If you need something more complex, you can create your own reports using a wide range of metrics and attributes. For more info, see Metrics and attributes for Zendesk Answer Bot.
The information in Explore dashboards is updated on a schedule. The schedule depends on which Explore plan you are using. For details, see Data refresh intervals for Explore reporting.
Accessing the Answer Bot dashboard
- In Explore, click the Dashboard icon (
) in the left sidebar. - From the list of dashboards, select the Zendesk Answer Bot dashboard.
Understanding the Flow Builder Overview tab
The Flow Builder Overview tab shows information about your users’ engagement with the bot you've built with Flow Builder and deployed across messaging channels. You can filter the reports on the dashboard by Time, Brand, Channel, and Language.
- In Explore, click the Dashboard icon () in the left sidebar.
- From the list of dashboards, select the Zendesk Answer Bot dashboard.
- Click the Flow Builder Overview tab.
Flow Builder Overview tab headline metrics
- Total users: The number of unique users who received a message from the bot.
- Engaged with bot: The number of total users who actively participated in the conversation (for example, sent messages or selected options presented by the bot).
- Transferred to agent: The number of engaged users whose conversation was transferred from the bot to an agent. Also represents the number of tickets created.
Flow Builder Overview tab reports
- Users by month: Shows the total users, engaged users, and
transferred users each month.
- Top answers: Shows the answers that users engaged with, ranked in
descending order of count by default, along with the percentage of those
engaged users who then asked to be transferred to an agent.
- Top selected options: Shows how many times each quick reply of
each answer has been selected by an end user, ranked in descending order
of count by default. If an answer or quick reply option is available in
multiple languages, or has had its wording updated since originally
released, those will show up as separate rows in this report.
Use this report to understand your customers’ most common inquiries or problem topics, and how they’re typically interacting with the bot. A limited number of rows are visible by default. To see more, you can scroll down in the table, expand the table to see more at once, or export the data into a CSV or Excel file to view it there.
- Users by day of week or hour: Shows the total users, engaged
users, and transferred users each day. Clicking Hour toggles the
graph to show the same data for each hour of the day.
- Users by brand or channel: Shows the total users, engaged users,
and transferred users by brand. Clicking Channel toggles the
graph to show the same data for each messaging channel.
Understanding the Flow Builder Performance tab
The Flow Builder Performance tab shows information about bot and answer performance. This information gives admins the tools they need to measure and improve their bot automation performance. You can filter the reports by time, brand, channel, and language.
- In Explore, click the Dashboard icon () in the left sidebar.
- From the list of dashboards, select the Zendesk Answer Bot dashboard.
- Click the Flow Builder Performance tab.
Flow Builder Performance tab reports
This tab displays the following reports:
- Containment rate: The percentage of conversations with engaged users
where the user was not transferred from the bot to an agent.
- Responses received: The total number of times that a user responded
when asked for feedback by the bot, the total number of times that a bot
asked a user for feedback, and the percentage of instances where users
responded to a bot’s feedback request.
- Resolved: The total number and the percentage of instances where
users who responded indicated that their issue was resolved.
- Unresolved: The total number and the percentage of instances where
users who responded indicated that their issue was not resolved.
- Top resolved answers: The answers with the highest proportion of
resolved responses from users.
- Top unresolved answers: The answers with the highest proportion of
unresolved responses from users.
- Resolution rate by month: The percentage of conversations with the
bot when a user’s issue was successfully resolved by the bot.
19 Comments
Hi, I am looking for a report which shows the full flow of the customer and when they choose not to connect to an agent I want to see where they press "Yes" this helped ?
Joe
The actual steps taken by end-users are not yet part of the Flow Builder dataset.
Hello,
I have a question regarding the reports.
Is it possible to analyze "revisiting %" ?
What we would like to track is users who start using our widget, file a ticket and go back to the widget to solve the problem. Is there a way to have a look at this? Many thanks!
I'm struggling to interpret some of our results in the "Top Answers" section. We have some flows that go straight into the Agent Transfer step based on keywords in the customer's question. For example, if a customer indicates they're a service member looking for a military discount, we immediately transfer them to an agent to ensure a positive, personalized experience.
In this example, we also ask for the absolute minimum of information so that the customer can connect with someone as quickly and painlessly as possible.
Our other "instant transfer" trees are—as expected—at around 100% for Agent Transfer. However, our Military Discount branch shows an extremely low agent transfer rate compared to similar answer trees; just 79%.
What are some possible causes for unexpectedly low agent transfer rates like this one?
Hi Joe, just letting you know that with the recent update to Flow Builder reporting it is now possible to track when customers indicate the bot has resolved their issue.
Hi Federica, thanks for your feedback. No it isn't possible at this stage to measure repeat users but i'll record it as a feature request.
Hi Harper, thanks for providing this detailed example. 79% still seems quite high. My guess is that the remaining 21% users are abandoning the flow before submitting the form and the transfer is executed. Perhaps you can experiment with different content and see if that improves the transfer rate.
Are we able to tell what users search for or type into the Messaging widget?
It can only provide the number of users that utilized Flow Builder. For more information on what can be measured, please refer to Metrics and attributes for Zendesk Answer Bot.
It would be great to know what users say to the Messaging widget, especially what returns a fallback response, so we know what to add on to the chatbot.
We'd like to dig more into the content of our top unresolved answers but I can't find a way to pull ticket ID in the flow builder data sets to do so. How would I go about this?
Same as Cassie Salgado, We'd like to drill into the tickets where the user marked the flow as "unresolved/not helpful" but that field isn't populating....
Flowbuilder dataset does not include Ticket ID.
is there a field for the keywords that the customer used?
I'd like to find the keywords that resulted in abandonment or transfers as the flows did not help
The number I am getting for "transferred to agent" on the answer bot dashboard are significantly less than the number for "messaging tickets" on the Zendesk messaging dashboard.
What could be causing this gap? all end users are required to go through the flow builder before being transferred to an agent.
The reporting is very bare bones at the moment - we don't know common paths people are taking through the "answer" and what people are typing in or clicking on throughout the interaction. When is more detail planned for this dataset? I've seen lots more robust reporting in other similar software so hoping it's just because it's fairly new? Thanks
You can use the attribute "Content Text" to have a breakdown of input selected that result in abandonment or transfers. It will show the text of the message sent to the bot. This includes only messages sent as a result of selecting a quick reply option (the option selected value in the User input type attribute). Free text entered by end users is returned as blank values.
You will find in the full list of metrics and attributes at your disposal to enhance your reporting here : Flow Builder dataset
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!
Salim Cheurfi
When trying to use the "transferred to agent" metric with the "content text" attribute, all the text options shows 0 value. How else can we track which selections result in customers connecting to an agent?
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