Need help to understand Answer Bot results
Here is an example of Answer Bot results:
Would like to understand how these are calculated. Resolution Rate = Resolved / Attempted. But need other formulas. Also, during this time period, 2823 tickets were processed by agents.
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Hello Mary,
Thanks for your question! This is covered in a bit more detail in this article: Analyzing your Answer Bot Activity I'll alter the wording of the definitions slightly to hopefully give you a better idea of what its counting in case that article was unclear:
Attempted refers to the number of tickets where an answer bot suggested article was included
Resolved refers to the number of tickets where the answer bot was used to solve a customer's support request
Click thru rate: the number of answer bot suggested articles clicked divided by the number of tickets that included an answer bot response
Unique CTR: the percentage of tickets where an answer bot article was clicked over the total number of answer bot emails sent
You mention that there were 2823 tickets processed by your agents but that does not mean that answer bot was able to suggest articles for each of those tickets so the difference between total tickets and answer bot attempts is not unexpected. Answer bot only suggests articles when it can find ones that match the email body or subject.
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