Analyzing your autoreplies with articles

What's my plan?

Zendesk has renamed our bot capabilities. Answer Bot is now AI agents, Flow Builder is bot builder, and Article Recommendations are autoreplies. The Explore dashboard described in this article uses legacy names and will be updated in the future.

Zendesk Explore includes the Article recommendations prebuilt dashboard, which helps you monitor the acitivity and effectiveness of your autoreplies with articles in email notifications and web forms. The dashboard can help you identify whether autoreplies with articles are solving your support requests, how quickly users are opening suggested articles, and how your individual articles are performing.

To edit and customize the dashboard, you'll first need to clone it.

Tip: If you need more complex reports, you can write your own using a wide range of metrics and attributes. For details, see Creating reports.

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 plans.

This article contains the following sections:

• Accessing the dashboard
• Understanding the dashboard reports

Related article:

• Improving autoreply metrics for article recommendations

Accessing the dashboard

Use the following procedure to access the Article recommendations dashboard for information about autoreplies with articles.

To access the Article recommendations dashboard

1. In the Zendesk product tray, click the Explore icon ( ).
2. From the list of dashboards, select the Zendesk Answer Bot dashboard.
3. Click the Article recommendations tab.
   Note: If you have not set up autoreplies with articles, then this tab won't be displayed.

Understanding the dashboard reports

The Article recommendations dashboard shows information about autoreply activity, ticket resolutions, and activity by articles. You can filter the reports on the dashboard by Time, Answer channel, Answer brand, Article language, Ticket group, and Ticket form.

Note: The Article recommendations reports do not include data from the messaging channel.

Article recommendations dashboard headline metrics

The dashboard displays the following headline metrics (KPIs):

• Suggestion rate: Displays the percentage of customer enquiries where an autoreply with articles was offered. The KPI also displays the number of answers, unsuccessful attempts, and attempts made. Click the Improve link to get tips about how to improve the suggestion rate.
• Click-through rate: Displays the percentage of responses clicked by end users from the total responses offered. The KPI also displays the number of clicks, clicked articles, and the median click time. Click the Improve link to get tips about how to improve the click-through rate.
• Resolution rate: Displays the percentage of enquiries that are resolved with no agent involvement. The KPI also displays the number of resolutions, indirect resolution answers, and the median resolution time. Click the Improve link to get tips about how to improve the resolution rate.
• Rejection rate: Displays the percentage of suggested articles marked as unhelpful by end users from the total number of suggestions offered. The KPI also displays the number of articles marked unhelpful. Click the Decrease link to get tips about how to improve the rejection rate.

Article recommendations dashboard reports

The dashboard displays the following reports:

• Answer Bot activity volumes by date: Shows the number of offered, clicked, and resolved bot answers and resolutions over the chosen time period.

  

• Answer Bot activity rates by date: The percentage of answers clicked, rejected, or resolved over the selected time period.

  

• Resolutions by month (12 month): The number of resolutions and the percentage resolution rate over a 12 month period.

  

• The following reports can be filtered by clicking the tabs at the top of the section: Answer channel, Answer brand, or Suggested article language.
  

  • Answers by selected attribute (top 10): Displays the top ten offered answers by channel, brand, or language.

    

• Clicks and resolutions by selected attribute (top 10): Displays the top ten resolutions and clicks by channel, brand, or language.

  

• Resolutions by selected attribute (12 months): Displays the resolutions over the last 12 months sorted by language, brand, or channel.

  

• Answer Bot activity by article: A detailed report about activity for all of your Guide articles. You can restrict the range of results shown by using the Top and Bottom filters. The table contains the following information for each article that is offered:
  • Article author: The author of each article
  • Suggested articles: The number of times each article was suggested
  • Clicked articles: The number of times each article suggested was clicked
  • Resolution articles: The number of tickets for each article that were solved by a suggestion
  • Rejected articles: The number of times a suggestion for each article was rejected by an end user
  • Resolutions/Clicks: The percentage of resolutions from clicked answers for each article. It is possible for this number to be over 100% as you can resolve an answer from the initial suggestion without clicking into it.