Answers Performance Overview

The Answers Performance page shows which Public Answers Sidekick referenced in order to generate a response to the Customer. Answers with a lower Resolution rate may be missing critical details or information that Sidekick needs to provide a complete reply to the Customer. Click into an Answer title to see a collection of new Answers and suggested content that Sidekick has created based on the responses Agents have given to Customers for inquiries that Sidekick was not able to fully resolve.

To access the Answers Performance page, follow these steps:

1. Click

2. Select Journeys.

3. See Answers Performance page with the list of Public Answers utilized by Sidekick.

Interface Overview

[A] – Search and filter options available to refine your results.

[B] – Interpret Answers Performance using these indicators.

[C] – signals that Sidekick has generated new Answers for Conversations where Sidekick referenced an existing Answer, but wasn’t able to fully resolve the Customer inquiry and handed off to an Agent.

Review Answers Performance

The Answers Performance page is a helpful tool to gauge how Sidekick is using individual Public Answers as it engages with Customers. Use the Search and Filter components to find specific Public Answers and access how frequently their being leveraged in automated interactions.

You can refine the list of Public Answers using the following filters:

• Time period – Produces a list of Public Answers that Sidekick utilized within the specified window of time. Available inputs are Last 1 Day, Last 7 Days, Last 30 Days, Last 90 Days.

  Time period filter defaults to Last 1 Day

  Initial results populated on the Answers Performance page default to data within the last day. To adjust the time period, filter the results using an alternate input.

• Audience – Produces a list of Public Answers associated with the specified Audience that Sidekick has utilized.

Answers that appear in the list with the icon have a collection of Draft Answers that have been automatically generated and are available to review. Click on the Answer to view the Recommended Answers that have been created.

Interpret Answers Performance

Once you have identified the Public Answers you’d like to review, evaluate their performance by looking at the fields in the table below.

Example Use Cases

Find Customer inquiries where no Answer was referenced

The first row of the Answers Performance table - “No answers” - represents Customer inquiries where no relevant Public Answer existed that Sidekick could utilize to respond to the Customer. As a result, Sidekick handed the Conversation off to an Agent to reply. Use this row to identify gaps in your current Answers repository.

Click into No answers to see a list of new Recommended Answers that Sidekick has generated based on information the Agent provided the Customer in order to resolve the inquiry once the Conversation was handed off. Adding some or all of these new Answers will increase the likelihood that Sidekick will respond to and resolve future Customer inquiries of this nature.

Identify under-performing Answers

Sidekick Answers is most powerful with access to complete, high-quality Public Answers. Answers with large counts but low Resolution rates are under-performing – likely due to missing information in the Answer content. Click on the arrow next to the Resolution rate column to sort Answer titles from lowest to highest Resolution rate and uncover Answers that could use additional review.

Click into an under-performing Answer title to see the Recommended Answers that Sidekick has generated based on the Agent’s response to the Customer after Sidekick handed off. Adding some or all of the suggested Answers will improve Sidekick’s chances of fully resolving these types of Customer inquiries moving forward.

You may find that rather than providing the Customer with a more complete Answer, the inquiry would be more effectively handled with a Sidekick Action. For example, instead of simply stating the Return Policy, Sidekick would be more effective by generating a Return label for the Customer. Contact Gladly Support to learn more about Sidekick Actions.

Identify top performing Answers

Use Answers yielding high Resolution rates as a guide for improving existing Public Answers. Click on the arrow next to the Resolution rate column to sort Answer titles by descending order and find Answers that result in the highest proportion of Resolutions. These Answer titles are top performers and provide Sidekick with all the information necessary to fully resolve the Conversation, without handing off to an Agent.