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Reviewing AI agent conversation transcripts



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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18 comments

Any plans on making this information available through Explore? Or plans in allowing us to download the lists and/or conversations?

25


Would like to see this available either in Explore or by non admins (but only the Insights) portion, as our learning team needs this information so they can make updates to our help center articles. 

14


Is there an API available to export this data from Zendesk?

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Having a link to the end ticket would help to make sure that the bot is functioning properly in sending to the correct location. Currently, without the ticket number provided, it is difficult to track down what happened in the Unresolved Conversations tab. If a ticket number could be associated with the record, it would be a great addition. 

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Shawna James

Community Product Feedback Specialist

Hey everyone, thank you so much for taking the time to provide us with your feedback here. I see some piece of product feedback popping up on this thread and I wanted to point you in the direction of our product feedback forums for Explore where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Hi Everyone, Looking to bring Answer bot to my employer and wanted to know more about the “bot builder” and if anyone can share a demo of this in a working process? Thanks in advance

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Jon Daniels

Zendesk Customer Care

Anthony Woodley we have a video tutorial/demo of the Bot Builder here! https://www.youtube.com/watch?v=RIb1BOno6uA 

 

Hope this helps you get introduced to the platform, and our article About the bot builder should help get you more detailed information once you have the intro!

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These transcriptions are giving me very little information. I need to know the rest of the conversation (meaning the ticket where the client talked to the agent) so I can know what the client wanted in order to improve our bot. Is there a way to do it?

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It would be great if those transcipts would be part of Explore to have more options. I, for instance, would like to see more conversations than from the last 7 days. It would be useful in general to be able to filter by date and language. Having the ticket ID (when a ticket has been created) is very useful too. 

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Is there a way to access the older unresolved answers then, or not? Where does this information go once seven days have passed?

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I added a feedback item to the community to add the ability to export conversations - please upvote if you would also find this helpful - https://support.zendesk.com/hc/en-us/community/posts/7898914335514-Bot-Improvements-to-automated-unresolved-questions

3


Dear ZenDesk Team,

I’ve contacted your support team regarding a persistent issue, but unfortunately, their response has been less than helpful.

The problem I’m facing is that the number of automated resolutions continues to increase throughout the day. However, when I try to view these resolutions, the most recent one I can access is from four days ago. Despite the growing count, I cannot see the latest resolutions. My interactions with your support team have primarily resulted in generic links to the help centre, and it feels like my concerns are not being taken seriously.

I would greatly appreciate it if this issue could be addressed with the attention it deserves.

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Do you plan to add filters to the ‘Unresolved Conversations’ list? It is challenging to look for chats that were created on a particular day/week or search using keywords to find all related conversations. 

I am keen to know if you have plans to add more to this list view.

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Are we only able to view conversations that happened during our operating hours? 

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  • Is there a way to export the Unresolved Resolutions list?
  • Possibility to have a checkbox if we have reviewed a response and have implemented and tested a solution?

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Matt Russell

Zendesk Luminary

What Hetal Shah said! +1

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What happens with the feedback once submitted? If I see something in the unresolved list that actually was resolved and I mark it as such, will it move it over to the automated resolutions? Thanks. 

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Rosie

Zendesk Customer Care

Hello Sara!
 
The Automated resolutions dashboard displays a 30-day summary of automated resolution usage and a daily resolution usage breakdown. I'm afraid, once this is archived, there's no way to access it from dashboard. But we have several solutions in the works for our roadmap that should make a positive difference. While the existing Flow Builder Explore metrics aren't specifically designed for training bots, the “top unresolved answers” table in the pre-built dashboard can be a great way to spot flows that might need the most attention. If you're up for a little exploration, diving into the Flow Builder dataset could be quite rewarding! You can track events in a customer journey using the Sunshine Conversations app user ID and timestamp.
 
Hope this helps you every step of the way!
 

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