Measuring Success of Zendesk Article Suggestions
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 the total inquiries attempted.
- % Resolution Rate: This measures the percentage of inquiries resolved from the total inquiries where suggestions were offered.
- % Article Click-Through Rate: This is the percentage of suggestions that were clicked by an end user.
These metrics provide insights into how well the bot is performing in terms of offering and resolving user queries with article suggestions.
More related questions
What are the key metrics for Zendesk's Article Recommendations?
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…
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. -…
What is the Flow Builder dataset in Zendesk?
The Flow Builder dataset in Zendesk provides metrics and attributes related to user interactions with bots. Key metrics include: -Total Users: The number of unique users who received a message from the bot. -Engaged with Bot: Users who…
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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