Answer Bot works with Zendesk Guide to intelligently suggest articles that might help customers resolve issues before they need to call an agent. To learn more about Answer Bot, seeWorking with Answer Bot.
You can use Explore to create reports that help you analyze how well Answer Bot is doing and to help you measure the savings it's making in your organization. Explore contains abuilt-in dashboardthat displays common statistics about Answer Bot, but you can also create your own reports. In this article, you'll be introduced to some of the basics around creating reports for Answer Bot.
This article contains the following topics:
What you'll need
技术水平:Intermediate
Time required:30 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (seeAdding users to Explore)
- Zendesk Guide Professional or Enterprise with the Answer Bot add-on
- A blank Explore report using theAnswer Bot: Article Recommendationsdataset. For help creating a new report, seeCreating reports.
Basic reports
在这个主题中,您将勒arn about some of the basic Answer Bot metrics you can use to determine it's effectiveness in your organization.
This section contains the following topics:
Suggestions
When a customer contacts you, Answer Bot will scan the text of the request and suggest relevant articles that could resolve the issue for the customer.
These are known as suggestions.
To see the number of suggestions Answer Bot has made
- In theMetricspanel of your blank report, clickAdd.
- From the list of metrics, chooseAnswer Bot suggested articles>Suggested articles,然后单击Apply.
Explore displays the total number of suggestions made by Answer Bot.
Clicked articles
From the list of suggested articles, the customer can visit any of them to see if the article solves their problem.
These are known as clicked suggestions.
To see the number of clicked suggestions
- In theMetricspanel of your blank report, clickAdd.
- From the list of metrics, chooseAnswer Bot suggested articles>Clicked articles,然后单击Apply.
Explore displays the total number of suggestions clicked by customers.
Resolutions
A resolution happens when the end user who was offered an Answer Bot suggestion marks their request solved.
To look at the number of Answer Bot resolutions
- In theMetricspanel of your blank report, clickAdd.
- From the list of metrics, chooseAnswer Bot suggested articles>Resolutions,然后单击Apply.
Explore displays the total number of resolutions to Answer Bot suggestions.
Now, you'll move on and use these metrics to create more complex reports.
Advanced reports
In this topic, you'll use the information you've already learned to produce more complex reports.
This section contains the following topics:
Top ten articles for Answer Bot resolutions
To get the best from Answer Bot, create Help Center articles with clear titles that contain information to help identify the problem in their first paragraph. Use this report to help you identify the top ten articles that Answer Bot has suggested and that have resulted in resolving the customer's problem. This can help you learn what kind of articles provide the best results with Answer Bot.
To create the top ten articles report
- In theMetricspanel of your blank report, clickAdd.
- From the list of metrics, chooseAnswer Bot answers>Resolutions,然后单击Apply.
- In theRowspanel, clickAdd.
- From the list of attributes, chooseArticle>Article translation title,然后单击Apply. Explore displays a table showing all articles in your Help Center together with the number of Answer Bot resolutions.
- Now, you'll restrict this to just the top ten results. In the result manipulation menu (
), clickTop/bottom. - On theTop/bottomfilter page, checkTop, then enter10in the number field.
- ClickApply. Only the top ten results are now displayed.
Bot answers by status
In this example, you'll create a report that shows the status of each bot answer for this year.
- In theMetricspanel of your blank report, clickAdd.
- From the list of metrics, chooseAnswer Bot answers>Attempts,然后单击Apply.
- In theColumnspanel, clickAdd.
- From the list of attributes, chooseAnswer Bot answer>Answer status.
Explore displays a pie chart showing the percentage of each bot answer status from:
- Unoffered:The answer has not been offered.
- Offered:The answer has been offered.
- Clicked:The answer has been clicked by a customer.
- Resolved:The answer led to the ticket being resolved.
Now you'll add a date filter that lets you restrict the result to this year only.
- In theFilterspanel, clickAdd.
- From the list of filters, chooseTime - Answer Bot answer created>Answer created - Year,然后单击Apply.
- Click the filter you just added and then chooseEdit date ranges.
- On the date range page, chooseThis year,然后单击Apply.
Explore recalculates the results to display only the status of the bot answers from this year.
Next steps
The Answer Bot datasets contain many metrics and attributes that you can use to help you create your own reports. For a list of available metrics and attributes, seeMetrics and attributes for Zendesk Guide.
6 Comments
When will this be available for the Flow Builder dataset? We use AnswerBot Messaging (FlowBuilder) only, and would like to analyze which FAQ 'bubbles' are used most frequently. Thank you!
你好,泰勒,你能帮助澄清你的意思"FAQ bubbles"? Are these the quick reply option buttons sent with bot messages? If so we are planning to add this to theFlow Builder Explore dashboard and datasetby early Q2.
Yes correct - and oh that is great news. The article link you sent - should I follow it in order to get updates on that rollout in Q2?
Yes we will update that article as we roll out changes to the Flow Builder dataset and dashboard.
Daniel AronIs it possible to report on or access a list of the free-text messages that an end-user sends/asks Answer Bot?
We would like to know what questions that answer bot had trouble answering or suggesting articles for so we can write articles that answer questions people are already asking
Hisarah aasland-
The answer enquiry attribute in the Answer Bot data set should give you this information:
Hope this helps!
Brandon
Pleasesign into leave a comment.