Note:Zendesk has renamed our bot capabilities. Answer Bot is nowZendesk bots. Flow Builder isbot builder, and Article Recommendations areautoreplies. For more information on this change, seethis announcement. In the near future, the Explore dashboard described in this article will be updated with the new names.
In this Explore recipe, you'll learn how to create a dashboard that shows detailed information aboutwhat customers are asking Answer Bot and which articles are being recommended.
This article contains the following sections:
What you'll need
Skill level:Intermediate
Time required:25minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeAdding users to Explore)
- Zendesk Guide Professional or Enterprise with theAnswer Bot add-on
Creating the report
In this section, you'll build a table showing detailed information about the last 100 Answer Bot tickets. In addition, you'll make the article names clickable so that viewers can go straight from your report to the relevant article.
To create the report
- In Explore, click the reports (
) icon. - In the Reports library, clickNew report.
- On theSelect a datasetpage, clickAnswer Bot>Answer Bot - Article Recommendations, then clickStart report.The report builder opens.
- In theMetricspanel, clickAdd.
- From the list of metrics, chooseAnswer Bot answers>Attempts, then clickApply.
- Next, create the attribute that will display the article title as a link to the article itself.In theCalculations menu (
), clickStandard calculatedattribute. - On theStandard calculated attributepage, name the attributeArticleand enter the following formula:
LINK([Article translation URL],[Article translation title])
The formula window will look like the following example:
Tip:If you're working in a language other than English,read this articleto help you enter Explore formulas in your language. - When you are finished, clickSave.
- In theRowspanel, clickAdd.
- From the list of attributes, choose the following:
- Ticket>Ticket ID
- Time - Ticket created>Ticket created - Date
- Ticket>Ticket status(the status of the Support ticket that was created)
- Answer Bot answer>Answer status(The status of the suggestion provided by Answer Bot, for example,Unoffered,Offered,Clicked, orResolved)
- Calculated attributes>Article(the standard calculated attribute you created previously)
- Answer Bot answer>Answer enquiry
To see all of the available metrics and attributes for Answer Bot, seethis article.
- When you are finished, clickApply. Explore displays the table. The next step is to perform some extra work to make the article titles link to the relevant article in your Help Center. From the chart configuration menu (
), chooseChart.
Tip:If you have a large Zendesk instance, you might have a very high number of Answer Bot attempts which Explore cannot load. If this is the case, consider using adate filterto restrict the amount of results that are returned. - On theChartpage, from theText interpretationdrop-down list, chooseHTML.
- Ensure that theClickable URLbox is checked. Now, whenever you click an article name in the table, your web browser will open that article in a new tab.
- Now, add a top/bottom filter to show only the last 100 Answer Bot attempts. From the result manipulation menu (
), clickTop/bottom. - On theTop/bottompage, enableTopand configure the top value to be100. ClickApply.
- From the result manipulation menu (), clickSort.
- On theSortpage, clickZ-A, then clickApply.
- Finally, give your report a name likeLast 100 Answer Bot tickets, then clickSave.
Your finished report will look similar to the following example:
)
Creating the dashboard
Now your report is complete, you'll add it to a dashboard along with three filters that enable the dashboard viewer to filter the results by answer status, answer channel, and ticket status. Once the dashboard is complete, you can share it with others in your organization.
To create the dashboard
- In Explore, click the dashboards library icon (
). - In the Dashboards library, clickNew dashboard. A new, blank dashboard opens.
- From theAddmenu, chooseAdd report.
- On theAdd reportpage, choose the report you created previously,Last 100 tickets, then clickAdd reports. The report is added to the dashboard. You can drag and resize the report to make it look how you want.
- Now, you'll add three dashboard filters to let viewers filterthe results by answer status, answer channel, and ticket status. From theAddmenu, chooseAdd data filter.
- On theChoose data filter columnspage, enable theAnswer statusattribute and configure the following values:
- Display:In a drop down
- EnableMultiselection
- EnableSelect values
TheAnswer statusattribute indicates the status of an answer provided by Answer Bot. Possible values includeUnoffered,Offered,ClickedorResolved.
- When you are finished, clickApply.
- Add a second data filter. This time, enable theAnswer channelattribute and configure the same settings as you did for the first filter.
TheAnswer channelattribute is the channel on which Answer Bot interacted with the end user. Possible values includeEmail,Web Widget (Classic),Web form,API,SDK, andSlack. - Add a third and final data filter. This time, enable theTicket statusattribute and, once again, configure the same settings as you did for the first filter.
TheTicket statusattribute is the current status of the ticket itself, for example,Closed,Open, etc. - Click the title of the dashboard and name itAnswer Bot last 100 tickets.
- You'll now have a dashboard showing your report and the three filters you added. Drag and drop the items on your dashboard until they resemble the example below:
The dashboard is now complete. You can add more reports to it, add company branding, or share it with others. For more help with all things dashboard-related, seeCreating dashboards.
Further reading
For more information to help you creating Answer Bot reports, see the following articles:
13 Comments
Hi,
How do i create a report in which i should see what customer has asked and what articles have been suggested by the bot. Also i need to know which are the most articles user has tried to ask and which are the most suggested by the bot.
Regards,
Waseem Khan
HiDianne Lopez
Thanks for the reply - it doesn't look like is the case.
I must admit im having huge struggles trying to build/get the reports i want for Answer Bot.
The out of box one is good but i need to drill down more and my attempts have failed.
I'd really like guidance and advice on building a report that will tell me the following on any given date:-
We also get an email ticket notification confirming if the answer bot has answered a question and the customer rated it helpful, however, i'd really like it to include the question that was asked and what answer they rated as helpful ie solved it.
I'd also really like for email ticket notifications to come through when the bot failed to answer or the customer stated it wasn't helpful - just find it unusual that we get a ticket email sent to us but it holds no info and is only for when the customer says the bot helped - what's the point?
I feel pretty blind when trying to report the effectiveness of our bot. I've seen other providers which much more comprehensive out of the box reporting or much more user friendly reports to build.
我希望你或任何人zendesk回答机器人亚博universe can help me - or point me in the direction of someone that can build the reports i need and i'll pay them!
Hi,
I have created the above report, however it only shows me examples of Answer status 'resolved'
and even when i select Answer Status and filter to unoffered - its shows nothing.
I know i have tested the answer bot with some obscure questions so we should have examples of 'unoffered'
Any ideas?
Can someone help confirm what the 0's and 1's mean on a similar report to the one's discussed on this article?
做a 0 mean that there were no successful resolutions and a 1 mean that there was?
HI Waseem,
Using theAnswer Bot dataset, you can use the following attributes to get the information that can help with this report:
Answer enquiry
The end user’s question for which Answer Bot looked for suggestions. The attribute values are limited to the first 255 characters.
Article translation title
The title of the knowledge base article in a specific language.
And for the metric, you can useAttemptsto get the number of attempts by Answer bot.
With just these information, you can already create the simplest query that will give you the data that you need.
I have followed these instructions but I cannot find 'calculated metrics' that I added in the Row's to select?
I am not sure where I have gone wrong?
So, you can only see what query users have entered in the widget if they proceed to create a ticket. If they don't create a ticket you will never know what questions they are asking. ??? This is critical information needed to improve content but it is not available.
Would be helpful to mention this at the start of the article. I've spent a lot of time trying to find something that isn't there.
If you created a "custom calculated Metric" it will only be available under "Metrics" in Zendesk explore.
Hi, I do not see the article recommendation option, but if I remove the answer bot selection, it appears in the list. It's not possible to select it to create a report. The widget recommends articles as expected on production, so I expect to have some data there.
Even when there's no ticket created, you should still be able to find the data on those searches. If you are specifically looking to find those that didn't result to a ticket submission, then you can filter the data for Attempts to only show those with a null Answer Ticket ID; slicing the table by Answer enquiry should show you which enquiries aren't linked to a ticket.
HiMatty!
Try loading the report again for the Answer Status 'Resolved' & check the ticket ID. It is possible that you might have an automation or business rule that is closing the tickets with the 'offered' action since you mentioned nothing comes up in the report.
HiMatty,
For your 1st and 2nd question, that would be a bit difficult to tally since you are listing your customers' types which most likely doesn't follow the same format as the other end-users.
You can use the metric "Attempt" along with the attribute "Answer Enquiry". This would list what your customers type and also count how many times they entered it.
As for your 3rd, 4th & 5th question, this can be provided by the metric "Answers" & the attributes "Suggestion ID" which would show the ID of the knowledge base article suggestion sent by Answer Bot. Then the attributes "Suggested article resolved & rejected" to see if they resolved the issue, or if it was rejected by the end-user.
Creating a custom report is rather difficult we understand. We recommend always checking out thisarticlewhen creating your report so that you'd know which metrics/attributes would best suit your needs.
As for your email notifications, I would always refer to thisarticlewhich does share how you can update or customize your Answer Bot Email Triggers.
Also, Answer Bot emails are still processed by triggers. So it might be worth checking how your triggers are setup. Specific placeholders would be helpful if you'd like to include the original comment:Zendesk Support placeholders reference
Can anyone tell me why when I create this report I have tickets that they say unoffered but also have attempts?
Pleasesign into leave a comment.