Attributes in Zendesk Article Recommendations Dataset
What attributes are available in the Article Recommendations dataset?
The Article Recommendations dataset includes various attributes that help in analyzing the performance of article suggestions.
Some key attributes include:
- Answer Status: Indicates whether a suggestion was offered, clicked, or resolved.
- Answer Channel: The channel through which a suggestion was offered, such as email or web widget.
- Answer Brand: The brand associated with the ticket and knowledge base.
- Suggested Article Clicked: Whether the suggested article was clicked by the user.
These attributes provide detailed insights into how and where article suggestions are being utilized.
More related questions
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The key metrics for Zendesk's Article Recommendations include attempts, answers, clicks, and resolutions. These metrics help you understand how effectively the bot is suggesting articles to users. -Attempts: This metric counts all instances…
How does Zendesk measure the success of article suggestions?
Zendesk measures the success of article suggestions using several metrics, such as the suggestion rate, resolution rate, and click-through rate. -% Suggestion Rate: This is the percentage of inquiries where the bot offered suggestions out of…
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How can I use Zendesk metrics and attributes for custom reporting?
To use Zendesk metrics and attributes for custom reporting, you need a Zendesk Explore Professional or Enterprise plan. These plans allow you to build custom reports using the available datasets. If you're on the Explore Lite plan, you can access a…
What is the difference between direct and indirect resolutions in Zendesk?
In Zendesk, direct resolutions occur when a suggested article directly resolves a user's query, while indirect resolutions guide users to find answers themselves. Direct resolutions are counted when a suggested article solves the user's request….
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