Reporting for Answer Bot for Web Widget in Insights

Completada

12 Comentarios

  • Comentario oficial
    Mike Mortimer
    Acciones de comentarios Permalink

    OK, we've updated the way that we expose solved tickets by Answer Bot in the Web Widget. They will now appear in Insights and you can filter the dashboard by selecting the "Ticket Via" "answer_bot_for_web_widget". Only solved tickets are currently exposed to Insights for reporting.

  • Mariliam
    Acciones de comentarios Permalink

    Is there any plans to include this on the Answer Bot tab of Insights Only or on Explore? Would be nice to know what articles are getting more traction or how effective it is with more context. The current way feels a bit detached. We're super excited about the widget's possibilities and want to know more.

    0
  • Mike Mortimer
    Acciones de comentarios Permalink

    Hi Mariliam, it's available in the "Answer Bot" tab in the "Insights - View Only" dashboard in Insights. Look for the ticket via filter and you'll be able to filter as described. Let me know if that helps answer your question?

    1
  • Mirjam Happel
    Acciones de comentarios Permalink

    Hi!

    This option does not seem to be available for me: 

    0
  • Mariliam
    Acciones de comentarios Permalink

    Thanks so much Mike, 

    This is what I was looking for! 

     

    0
  • Tomasz Eitner
    Acciones de comentarios Permalink

    Hi Mike,

     

    I'm looking in to it , and I'm testing it and it does not match up for me, I am doing a simple test - whenever I will choose an answer bot to suggest me an article I do click it and then I'm marking it as solved, it does show correctly : 

     

    My question is - what should I do to have a Resolution rate lower than 100%. I have tested it few times for few days, and I'm always getting 100% even if on purpose I've chosen option no - this article wasn't helpful , did not answer my question.

    Answer bot on tickets is showing us pretty accurately how many customers have been presented with articles, how many of them have clicked in the article  and how many then have solved their issue. 

    Answer bot for chats - looks like it's only reporting on successful attempts - no sight of the one that failed.  

    When i look at whole 2 weeks of my data i got this:

    It is not possible that we have only successful attempts - especially that I've made in purpose few unsuccessful 

    0
  • Mike Mortimer
    Acciones de comentarios Permalink

    Hi Tomasz, the current reporting in Insights is all restricted to the tickets dataset. When a question is solved using the Answer Bot widget, we create a solved ticket (with the Anonymous Answer Bot user) to allow you to see the question and article used to solve it - this give you clear tracking around "solves" particularly after EAP when they would be counted in your normal Answer Bot usage limit. 

    So in Insights, you'll only ever be able to report on the solved tickets. We are looking to expand the reporting capabilities to offer visibility into all the questions, enquiry message, articles suggested, which ones were clicked on, which were used to solve (or rejected), etc. In the meantime, please send me an email and I'll manually create and send an extract for you with all this data. 

    Thanks!

    0
  • Stephanie Hergesell
    Acciones de comentarios Permalink

    Hi Mike! Is there any way to track the customer's search-terms on the widget? It would be great to track which keywords have been successful and were linked to an article and which ones were not?

    Thanks! 

    0
  • Kasey Pasene
    Acciones de comentarios Permalink

    Hi Stephanie we found that we can use the base insight Dashboard under the heading "Search" if you choose the channel as Web widget this will pull all the search terms used :)

    1
  • Kasey Pasene
    Acciones de comentarios Permalink

    @Mike is there any update on your comment above:

    We are looking to expand the reporting capabilities to offer visibility into all the questions, enquiry message, articles suggested, which ones were clicked on, which were used to solve (or rejected), etc.

    We are keen to report on deflection rates via web widget vs email etc in one easy to report place and understanding true resolution rates and click through rates for web widget.

    Thanks :)

    0
  • Mike Mortimer
    Acciones de comentarios Permalink

    Hey Kasey, we're tentatively looking at Q1 to expand the Insights reporting capabilities to offer more extensive and granular reporting. You may be able (and potentially more interested) in pulling this off of the Zendesk Incremental APIs directly, in which case this is looking possible in the next week or so.

    0
  • Kasey Pasene
    Acciones de comentarios Permalink

    Thanks Heaps Mike :)

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk