Reflecting the "Click" and "Resolved" Metrics in the Messaging Channel of the Suggested Articles Dashboard
Feature Request Summary:
"分析文章的建议来m 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?
Description/Use Cases:
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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Hi小林正左子, we are planning to add insights to theFlow Builder Explore reportingin Q2 that should help with this, so stay tuned for an announcement and more details.
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Since moving to Messaging we are missing some vital pieces of reporting in Explore.
I'm now deep-diving into metrics on Answer Bot and in particular on case resolution from article recommendations. The query does not currently allow a report on case resolution from article recommendations via the Messaging channels; one of our main comms channels.
Will I be able to see these metrics soon?
Thanks, Emma
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Hi,
Is there a plan to develop missing Article Recommendations reports for the messaging channel?
Regarding note from earlier in this thread:
For example, these reports include metrics about answers and attempts on messaging, but do not include metrics about clicks and resolutions.
Could you let me know where to find the answers and attempts on messaging metrics for Article recommendations please? At the moment, I'm unable to retrieve any data at all for Messaging in the Article recommendations reports.
Thanks,
Emma
answers and attempts.
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Daniel AronEnd of Q2 is right around the corner, how is this tracking?
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皆さんと同意見です。
ExploreでのAnswerBot解決数の反映を望みます。
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Update: To measure the success of the articles you include in your bot answer flows configured with Flow Builder for messaging, you can use the Flow Builder Explore dataset and dashboard to achieve this:
- Include an"ask if question resolved" stepin the answer flow after the article step to capture feedback from customers
- Refer to the"Performance" tab of the Flow Builder Explore pre-built dashboardand monitor the resolution rate of each answer flow based on the feedback provided
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