To access the Insights dashboard in Zendesk, follow these steps: Navigate to the Admin Center, click on Channels in the sidebar, then select Bots and automations > Bots. From there, click on Manage bots, select the bot you want to monitor, and finally click the Insights tab to display the dashboard. This dashboard provides detailed information about your bot's performance, helping you optimize its configuration and improve the self-service experience for your users.
The Zendesk Insights dashboard offers a comprehensive overview of various performance metrics. These include the number of active users, the percentage of users transferred to a live agent, and the percentage of automated resolutions. These metrics…
The data on the Insights dashboard is updated every 24 hours. This ensures that you have access to the most recent information about your bot's performance, allowing you to make timely adjustments and improvements to enhance the self-service…
The Insights dashboard tracks various types of bot responses, including recommended articles, generated replies, custom answer flows, and instances where the bot couldn't provide an answer. These response types help you understand how your bot…
To improve your bot's performance, the Insights dashboard provides a section called 'Next steps to improve performance.' This section helps you identify top customer topics without existing bot answers, known as intent suggestions. By reviewing…
The 'Review conversations' section on the Insights dashboard provides links to transcripts of bot conversations from the last 7 days. It includes unresolved conversations and those resolved by a live agent or the bot itself. This section helps you…