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?
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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