The Frequently Asked Questions (FAQs) panel shows how Yalo's artificial intelligence (AI) implementation is used to extend the capabilities of a channel. This dashboard helps visualize how effective the solution is at identifying questions, providing actionable answers, and how often it has been used over time.
FAQs are part of a conversational flow that allows you to understand the natural language questions users ask while interacting with a channel. End users receive an automated response to their questions via a virtual agent built into Yalo Studio, which searches and responds via text by calculating the Semantic Similarity of a document to a knowledge base and target query.
This Quick Start Guide will show you how to learn, explore, and act about the FAQs Dashboard channel. You'll see the play-by-play you need to get the dashboard's basics under your belt, making you a seasoned expert in no time.
Obtain information about the number of questions your end-users asked and your channel's feedback, among other valuable data.
Filter by date, questions, or change the time aggregation based on your needs.
Analyze the information, define the questions your customers are asking for, and focus them on the right path.
Before you start this tutorial, make sure that:
- You have a Yalo Studio account.
- Time has passed since your Flow is active and data is available to analyze.
Build confidence by trying things on your own!
Go to the Analytics section (left on the main navigation panel), then click FAQs , and play around the dashboard!
The dashboard consists of four main rows.
The accumulated number of questions received by the flow during the analyzed interval.
The backlog of questions that the flow could not match with the knowledge base. This indicator allows you to drill down to see the questions that could not be identified; useful for identifying new questions to add to the knowledge base.
Answer the question: How many questions were not identified?
At the top, there is a button to change the possible date ranges to see the information within the Interval Analysis. By default, it is ninety days.
Also, you can change the Time Aggregation, Domain, and Questions.
Allows you to select an aggregation level for the dashboard. This affects Data Boxes with a time axis.
The domain is the FAQ activity contained within the Flow; each channel can have several. This filter shows a list of the different domains. This is useful if you have more than one knowledge base / FAQs activity in the same Flow.
This filter shows the questions asked by end users. Affects only the top 10 question views. This is useful for comparing specific questions or displaying a question that is not in the top 10 without filtering. A list of knowledge base questions is available in the dropdown menu to make it easy to select the correct question.
The filters narrow dashboard results to only the data you are interested in.
Download the data for deeper research, see the section Export Data at the bottom of this guide.
Feedback From Total
Percentage of feedback on the total number of questions in the interval analyzed.
Answer the question: Of the total number of questions, what percentage of the questions do we receive feedback?
Percentage of questions with positive feedback in the selected Interval Analysis.
By its nature, this percentage will always be complementary to negative feedback.
Funnel showing percentage of questions from the prior row making up that row for the selected Interval Analysis.
Funnel showing percentage of questions from the prior row making up that row for the selected Time Frame.
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.
Graphic of questions with positive feedback in the selected Interval Analysis.
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 there.
Changes here could be indicative of newly identified questions modifying the trend.
Identified questions over total questions for the selected Interval Analysis 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 here could be indicative of changes in the identification algorithm or the addition of new questions to the knowledge base.
Hover over the funnel and the graphics to see information in the Interval Analysis.
Most common FAQs with positive feedback from user that were identified by the AI brain.
These questions are solved the most but not necessarily have the best feedback rate.
Click the legend to toggle question categories.
This last visualization helps break down every category into the time axis. It can be useful if you already know what you’re looking for to click and drill down into something specific (date and category-wise).
The categories are:
- Total Questions
- Unidentified Questions
- Without Feedback
- Positive Feedback
- Negative Feedback
You can click on each category to filter activate/deactivate it, for deeper analysis.
Click the legend to toggle question categories shown by the time aggregation period in the time frame.
You can download data from each Data Box within the FAQs Dashboard, in several formats, such as CSV, Excel, JSON, HTML, and Markdown, among others.
To export the data:
- Click on the three-dot menu at the top right of the Data Box.
- Then click on the Download data button.
- In the pop-up, choose the type of format you want.
- Click on Advanced data options
We recommend leaving the rest of the checks marked as they are, only changing the field: Number of rows with the value: All Results, so that the data export is correctly generated.
- Click Download
- Save the file for further analysis.
If "All Results" is not available
Downloading an unlimited number of results is restricted for queries with table calculations.
To download more than "Results in Table", select "Custom" and enter a limit of up to 100,000 rows.
Updated about 1 year ago