Overview of the Zendesk Answer Bot dashboard

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4 Comments

  • sarah aasland

    Is there a way to see what the end-user asked/said? Especially for the instances when the Answer Bot wasn't able to suggest a relevant article?

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Sarah,
     
    The prebuilt Zendesk Answer Bot dashboard does have a query on end user questions, but you can build a custom report and use the attribute Answer enquiry (The end user’s question for which Answer Bot looked for suggestions). You can use the metric Unsuccessful attempts and slice the data by that attribute to see the enquiries or questions to which the Answer bot failed to find a relevant article. For reference, here's the article on Article recommendations dataset: Metric & attributes
    -2
  • Bill Decker

    Is there any further explanation on the difference between Clicks and Clicked Articles in the Click-through rate box of the Article Recommendations tab

    Is Clicks when a customer accesses the Answer bot and is Clicked articles the number of links accessed within the answer bot?

    1
  • Tony
    Zendesk Customer Care
    Hi there!
     
    According to this article:
     
    • Clicks = Counts successful Answer Bot attempts where at least one generated suggestion was clicked
    • Clicked articles is a calculated metric where the formula is = IF ([Suggested article clicked]=TRUE) THEN [Suggestion ID] ENDIF
     
    Hope this helps.
    0

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