Measure Zendesk Bot Effectiveness in Solving Tickets
How can I measure the effectiveness of Zendesk bots in solving tickets?
You can measure the effectiveness of Zendesk bots by creating a report in Zendesk Explore. This report will show the number of tickets solved by agents compared to those solved by the bot without any agent intervention.
To create this report, you'll need Editor or Admin permissions and access to Zendesk Answer Bot. Start by clicking the reports icon in Zendesk Explore, then select 'New report'. Choose the 'Answer Bot - Article Recommendations' dataset and add metrics for 'Agent assisted solved tickets' and 'Agent unassisted solved tickets'. You can visualize the data in different chart types and save the report with a descriptive name. For more details, visit theoriginal link.
More related questions
What permissions are needed to create a report in Zendesk Explore?
To create a report in Zendesk Explore, you need Editor or Admin permissions. These permissions allow you to access the necessary features and datasets to build and customize reports. If you're unsure about your current permissions, you may need to…
How do I start a new report in Zendesk Explore?
Starting a new report in Zendesk Explore is straightforward. Begin by clicking the reports icon in the Explore interface, then select 'New report' from the Reports library. Next, choose the appropriate dataset for your report. For instance, if…
What metrics should I add to measure unassisted solved tickets?
To measure unassisted solved tickets in Zendesk Explore, you should add specific metrics to your report. These include 'Agent assisted solved tickets' and 'Agent unassisted solved tickets'. By adding these metrics, you can compare the number of…
How can I change the chart type in a Zendesk Explore report?
Changing the chart type in a Zendesk Explore report is easy. Once you've added your metrics and data, click on the Visualization type menu to choose a different chart option. You can select from various chart types like Column or Pie, depending on…
What is the purpose of the Ticket Channel attribute in Zendesk Explore?
The Ticket Channel attribute in Zendesk Explore helps you identify where the recommendations were fired. This attribute can enhance your report by providing insights into the channels through which tickets were solved. By analyzing the Ticket…
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