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Reflecting the "Click" and "Resolved" Metrics in the Messaging Channel of the Suggested Articles Dashboard

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小林正左子

Posted Feb 07, 2022

Feature Request Summary:

"Analyzing article recommendations from Answer Bot" > Understanding the Article Recommendations dashboard reports has the following notes.

Note: The Article Recommendations reports aren’t supported for the messaging channel. For example, these reports include metrics about answers and attempts on messaging, but do not include metrics about clicks and resolutions.

Is it difficult to include metrics about "clicks" and "resolutions" in the dashboard?

Description/Use Cases:
Business impact of limitation or missing feature:

While article suggestion rates are important, it is also important to analyze the rate at which customers who use the Answer bot in messaging channels refer to articles for their difficulties, and the rate at which they are resolved or not.

In fact, Zendesk recommends that you analyze your FAQ when you run it.

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7 comments

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    Daniel Aron

    Zendesk Product Manager

    Hi 小林正左子, we are planning to add insights to the Flow Builder Explore reporting in Q2 that should help with this, so stay tuned for an announcement and more details.

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    Emma Fitzsimons

    Since moving to Messaging we are missing some vital pieces of reporting in Explore.

    I'm now deep-diving into metrics on Answer Bot and in particular on case resolution from article recommendations. The query does not currently allow a report on case resolution from article recommendations via the Messaging channels; one of our main comms channels.

    Will I be able to see these metrics soon?

    Thanks, Emma

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    Emma Fitzsimons

    Hi, 

    Is there a plan to develop missing Article Recommendations reports for the messaging channel?

    Regarding note from earlier in this thread:

    For example, these reports include metrics about answers and attempts on messaging, but do not include metrics about clicks and resolutions.

    Could you let me know where to find the answers and attempts on messaging metrics for Article recommendations please? At the moment, I'm unable to retrieve any data at all for Messaging in the Article recommendations reports.

    Thanks,

    Emma

     

     

     

    answers and attempts. 

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    Michelle Zimmer

    Daniel Aron End of Q2 is right around the corner, how is this tracking? 

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    Kouki

    皆さんと同意見です。

    ExploreでのAnswerBot解決数の反映を望みます。

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    Daniel Aron

    Zendesk Product Manager

    Update: To measure the success of the articles you include in your bot answer flows configured with Flow Builder for messaging, you can use the Flow Builder Explore dataset and dashboard to achieve this:

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    Revant Admin

    I would love to be able to see a click-through rate for article recommendations within the Messaging channel.  We have a lot of customers who click an article, get an answer, and do not come back to the bot to mark it as resolved.  I'd love to be able to look at resolution rate and article click-through rate together. 

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