We have been looking at the AnswerBot metrics from within Explore and can see that this is mainly targeting email tickets.
As Sandbox doesn't have AnswerBot we need to be able to split out any testing we do against real data.
We are looking for the following:
- Performance metrics for web widget channel (click through, response time, resolution time - on ticket with Zendesk they have mentioned this is for tickets?)
- Unoffered interaction, is this from within web widget or email? (Not really clear on Explore the difference)
- Is the only way of recording if it assisted is if the customer selects 'yes, this helped? - if they were not to select this and went back to search is this recorded as a click through?
Appreciate the help :)