The FAQ dashboard allows you to see how the FAQs part of a Flow performs in terms of identifying questions, providing useful answers and how often people use it through time.
FAQ Dashboard
Here's the description of the individual metrics inside the FAQ dashboard:
| Metric | Description |
|---|---|
| Total Questions | Amount of questions the bot received in the selected Time Frame. Answers the question: How many people have asked something? |
| Unidentified Questions | Amount of questions the bot couldn't match with a question in the knowledge base in the selected Time Frame. This card can be drilled down to see the questions which were not identified, this could be useful to find new questions to add to the knowledge base. Answers the question: How many questions were not identified? |
| AVG Questions By Time | Average number of questions per Time Aggregation period in the Time Frame. Answers the question: How many questions per period do we receive? |
| Feedback From Total | Questions with feedback over the total questions in the selected Time Frame. Answers the question: Out of the total questions, what percentage of the questions do we get feedback on? |
| Positive Feedback | Questions with positive feedback over questions with feedback in the selected Time Frame. By its nature, this percentage will always be complementary to negative feedback. Answers the question: Out of the questions with feedback, what percentage of feedback is positive? |
| Negative Feedback | Questions with negative feedback over questions with feedback in the selected Time Frame. By its nature, this percentage will always be complementary to positive feedback. Answers the question: Out of the questions with feedback, what percentage of feedback is negative? |
| Questions Funnel | Funnel showing percentage of questions from the prior row making up that row for the selected Time Frame. This helps to grasp how many out of the total questions turn out to be positive feedback which is the ultimate goal. It can help highlight if the problem is identifying the questions in the first place, getting users to provide feedback or actually providing useful answers to get positive feedback. |
| Positive Feedback | Positive feedback questions over questions with feedback for the selected Time Frame by Time Aggregation period. This helps to see changes over time regarding the positive feedback of questions, the ultimate goal would be to see an upward trend and then stay static in there. Changes here could be indicative of newly identified questions modifying the trend. |
| Identified Questions | Identified questions over total questions for the selected Time Frame by Time Aggregation period. This helps to see changes over time regarding the identification of questions, the ultimate goal would be to see an upward trend and then stay static there. Changes in here could be indicative of changes in the identification algorithm or the addition of new questions to the knowledge base. |
| Top 10 - Solved Questions | Most common FAQs with positive feedback from user were identified by the AI brain. These questions are solved the most but do not necessarily have the best feedback rate. |
| Top 10 - Identified Questions Performance | Click the legend to toggle question categories. Most occurring knowledge base questions. Questions here are identified the most and broken down into their kind of feedback, this could show which questions could do with an updated answer or are being identified as something else. |
| Questions Over Time | Click the legend to toggle question categories shown by time aggregation period in the time frame. This last visualization helps break down every category into the time axis. It can be useful if you already know what youâre looking for to click and drill down into something specific (date and category wise). |
Updated over 1 year ago