Assist AI's Reports Module provides comprehensive insights into the performance and effectiveness of Assist AI. From tracking user interactions to analyzing ticket resolution metrics, the reports module equips administrators with the necessary data to optimize their Assist AI experience.
Administrators will receive the primary metrics via direct message from Assist AI every week. For more comprehensive analytics, administrators can utilize the reports module.
To access the Reports Module, simply navigate to the admin web app and click on the Reports module in the left menu. Here, you'll find detailed analytics and metrics related to Assist AI's interactions and impact.
Key Metrics:
Request Metrics:
- Number of Requests: The total number of requests received from Slack and other channels.
- User Interaction: The number of users interacting with Assist AI.
- Total Suggestions: The number of suggestions provided by Assist AI for requests from Slack and other channels.
Article Metrics:
- Articles Requested: A list of articles requested by users, which can be downloaded and shared with your content team for reference.
- Most Helpful Articles: Articles that have been most helpful to users.
- Least Helpful Articles: Articles that may need improvement or further refinement.
- Coverage Rate: The percentage of requests covered by Assist AI's suggestions.
- Coverage Opportunities: Recent requests where no bot responses were suggested but the requester did not ask for a KB article.
Ticket Metrics:
- Tickets Created: The number of tickets created through Assist AI and other channels.
- Ticket Deflection Rate: The percentage of Slack requests resolved (with or without feedback) compared to the total number of requests raised on Slack.
- Auto Ticket Resolution Rate: The percentage of tickets resolved (with feedback) from other channels compared to the total tickets created from other channels.
- Overall Auto Resolution Rate: The overall percentage of requests resolved with or without feedback across all channels.
By leveraging these metrics, you can optimize your workflows, improve user satisfaction, and drive efficiency across your organization.