Difference Between Attempts and Answers in Zendesk
What is the difference between Attempts and Answers in Zendesk's Answer Bot reporting?
Attempts and Answers are key metrics in Zendesk's Answer Bot reporting that help you understand the bot's activity.Attemptsrefer to all instances where the Answer Bot tried to offer content, regardless of success.Answersare the successful instances where the bot found and sent relevant content to the customer.
For example, if your customers submit 300 tickets and Answer Bot is set to respond only to those from your support email, it might attempt to offer content on 200 tickets. If it finds relevant content for 160 of those, those are counted as Answers, while the remaining 40 are Unsuccessful attempts. This helps you gauge how often the bot is able to assist customers effectively.
More related questions
How does Zendesk Answer Bot handle unsuccessful attempts?
Unsuccessful attempts occur when the Answer Bot cannot find relevant content to offer. In these cases, the bot does not provide any article suggestions to the customer. For instance, if Answer Bot is set to respond to 200 tickets but cannot find…
Can I create a report for Unsuccessful attempts in Zendesk Explore?
Yes, you can create a custom report for Unsuccessful attempts in Zendesk Explore. Although there's no prebuilt report, you can use the Article Recommendations dataset. To build this report, select Unsuccessful attempts as the metric and add the…
What are some examples of how Zendesk Answer Bot metrics are calculated?
Zendesk Answer Bot metrics like Attempts and Answers are calculated based on the bot's interaction with customer tickets. For example, if 300 tickets are submitted and the bot is set to respond to those from a specific email, it might attempt to…
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