How to Analyze Autoreplies with Articles - Frequently asked questions
Frequently asked questions
How can I access the Article Recommendations dashboard in Zendesk?
To access the Article Recommendations dashboard in Zendesk, follow a few simple steps. First, click the Explore icon in the Zendesk product tray. Then, from the list of dashboards, select the Zendesk Answer Bot dashboard and click on the Article…
What metrics are available on the Article Recommendations dashboard?
The Article Recommendations dashboard in Zendesk offers several key metrics to help you analyze your autoreplies. These include the Suggestion rate, Click-through rate, Resolution rate, and Rejection rate. Each metric provides detailed insights,…
How can I customize the Article Recommendations dashboard in Zendesk?
To customize the Article Recommendations dashboard in Zendesk, you'll need to clone it first. This allows you to edit and tailor the dashboard to better suit your specific needs. Once cloned, you can modify the reports and metrics to focus on the…
What types of reports are available on the Article Recommendations dashboard?
The Article Recommendations dashboard in Zendesk provides a variety of reports to help you analyze your autoreplies. These include Answer Bot activity volumes by date, Answer Bot activity rates by date, and Resolutions by month over a 12-month…
How can I improve the suggestion rate of my autoreplies in Zendesk?
Improving the suggestion rate of your autoreplies in Zendesk involves analyzing the Suggestion rate metric on the Article Recommendations dashboard. This metric displays the percentage of customer inquiries where an autoreply with articles was…
What is the difference between direct and indirect resolutions in Zendesk?
In Zendesk, direct resolutions occur when an article suggested by the Answer Bot resolves a customer's inquiry without further assistance. Indirect resolutions, on the other hand, happen when the suggested article doesn't directly solve the issue…
How can I filter reports on the Article Recommendations dashboard?
Filtering reports on the Article Recommendations dashboard in Zendesk is straightforward. You can filter the reports by various attributes such as Time, Answer channel, Answer brand, Article language, Ticket group, and Ticket form. This allows you…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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