|Announced on||Rollout starts||Rollout ends|
|Dec 14, 2022||Dec 13, 2022||Dec 13, 2022|
Announcing answer-level Flow Builder reporting in Explore.
What's changing and why?
This release includes several additional insights that will enable admins to analyze how effectively each of the bot’s answers resolves a particular customer issue, including the following:
- Answer engagement rate - understand the answers that your customers interact with most frequently
- Top selected options per answer - understand the path that customers take most frequently within an answer flow
- Answer feedback - analyze how frequently customers explicitly indicate each answer has resolved their issue via the Ask if question resolved step type
- Answer transfer rate - measure how often customers escalate to an agent after engaging with an answer
These new insights will assist Flow Builder admins to analyze bot performance in more detail, and identify opportunities for optimization within each configured answer flow.
What do I need to do?
You don’t need to take any action. If you’re already familiar with the Flow Builder Explore reporting, the updated dataset and pre-built dashboard is now available. For more information, refer to the following articles:
This was a great addition, it is being super useful!
Thanks for your feedback Ilana!
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