In this Explore recipe, you'll discover how to generate a report of generative search in your help center. You'll compare the number of quick answer exits with how many users submitted tickets in the same session.

Skill level: Beginner

Time required: 30 minutes

Ingredients:

  • Zendesk Explore Professional or Enterprise
  • The Knowledge - User session dataset
  • The Generative search feature turned on from Knowledge, in your Search settings
  • User session and generative search data in your help center

This recipe contains the following sections:

  • Building your report
  • Interpreting your report
  • Improving your data

How to report on generative AI search in the help center

Building your report

Use the following steps to create this report in Explore:

  1. In Explore, click the reports (Select reports) icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click Knowledge > Knowledge - User session, click Start report. The report builder opens.
  4. Rename the New report report Help center generative search results.
  5. Click the Visualization type menu (Select Vizualisation type) and select Table.
  6. Next to Filters, click Add > click Time - User session start, Session start - Date, click Apply.
  7. Click Session start - Date > Edit date ranges > Advanced > Select the time range you'd like, click Apply.
  8. In the Metrics panel, click Add.
  9. From the list, select Sessions > Quick answer exits, click Apply.
  10. Click COUNT(Quick answer exits) and select the metric aggregator D_COUNT, click Apply.
  11. In the Metrics panel, click Add again.
  12. From the list, select Sessions > Ticket submitted sessions, click Apply.
  13. Click COUNT(Ticket submitted sessions) and select the metric aggregator D_COUNT, click Apply.
  14. In Rows, click Add > Visitor > Visitor role, click Apply.
    • You can include additional attributes, for example: Session brand.
  15. Click Save.

Your generative AI search report

Interpreting your report

The metric Ticket submitted sessions refers to the number of sessions where a user submitted a ticket from your contact form. This number does not include messaging or Chat data.

You can't see the queries or answers returned in your reporting. However, Quick answer exits show if users exited the page after seeing quick answers. This typically means that directional information in the session data from the quick answer was helpful.

Improving your data

To improve generative AI results, adapt and enhance the content of your help center. For more information, see this article: Best practices: Preparing your help center for generative AI.

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