IA Effectiveness

Instant Answers
1

Which reports should I be pulling to view how well my IAs are performing? Specifically:

  1. % rated (thumbs up/down)
  2. Rating breakdown
  3. Who is rating
  4. Question vs what was returned if poor results

Thanks :slight_smile:

2

Hi. The two main reports to run are:

Instant Answers Effectiveness by Portal - this provides an overview per portal and/or per time period - how often searches are performed, whether they are successful, how highly the results are rated?

Instant Answers Effectiveness by Search Phrase - this provides the same metrics as above but broken out by search phrase so you can see if there are specific search phrases that fail or result in poorly rated responses. Search phrase reporting can be very fine-grained however, so the report will likely have a lot of rows. You may wish to run it over shorter time periods.

See the documentation for these reports here:

For the question of who is using Instant Answers and rating the results, there is not a standard report for this, but it is possible to build this report in Report Builder. You will need to select the following options:

  1. The Instant Answers Performance report model.
  2. The Agent parameter dimension.
  3. Recommended metrics: Searches, % Failed, % Successful, % Rated, % Positive, % Negative.

Documentation on how to use Report Builder can be found here:

3

Thank you - The Report builder informaiton was exactly what I was looking for.