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The Sidekick Answer Performance Dashboard complements the summary information that you’ll find in the Answer Performance page within Journeys by providing visibility into Sidekick Answer performance over time.
Adding information surfaced by Suggested Answers as Public Answers increases Sidekick’s ability to respond to and resolve a greater number of Customer questions. Use the Sidekick Answer Performance Dashboard to measure the impact of your changes and see how new Answers you have added are leading to improvements in Sidekick’s Resolution rates.
Before you start
We recommend you review the following before using any OOTB Dashboards.
Review Overview of OOTB Dashboards.
Get familiar with Time Anchors. Every report tile in the dashboard uses a specific time anchor to aggregate data, so you must understand how this concept is utilized.
Metrics noted on this page are also available through Insight Builder.
Core Concepts
Review the foundational definitions below to understand better the metrics used in the dashboard:
Journeys – Journeys provides teams with clear, actionable insight into how Sidekick is performing. It surfaces patterns from real customer Conversations, identifies automation gaps, and highlights opportunities to improve your knowledge base and AI workflows.
Answer Performance – The Answers performance page is a view accessible within Journeys and shows the Public Answers Sidekick referenced in order to generate a response to the Customer.
Suggested Answers – The Suggested Answers page displays a set of Answers that Sidekick has automatically generated based on Agent replies to Customer inquiries that it was not able to fully resolve.
Access the Sidekick Answer Performance Dashboard
Click
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on the top left corner of the screen.Click Reports.
Under the Sidekick category, click Sidekick Answer Performance Dashboard.
Set the dashboard filters.
Click
on the top right corner of the dashboard to refresh dashboard data bounded by the filter. Note – After the initial dashboard load,
changes to
. If you change the filter, click refresh again to reload the dashboard.
Sidekick Answer Performance dashboard tiles
Conversations with Sidekick Answers referenced
The first tile in the dashboard shows the count of Conversations where Sidekick attempted to respond to the Customer using a Public Answer.
The green line shows the proportion of those Conversations where Sidekick Resolved the Customer inquiry without directly handing off to an Agent.
The purple line shows the proportion of those Conversations where Sidekick started to help the Customer, sent at least one AI-generated response, but then Handed Off the Conversation to an Agent.
As you add information surfaced in Suggested Answers to your company’s Public Answers, you will typically see the proportion of Sidekick Resolutions (denoted by the green line) increase over time.
Answer Performance - Week over Week
The second tile in the dashboard shows week-over-week performance for each Answer in your company’s Public Answers repository for the past three weeks.
You can use the information in this table to see how frequently Sidekick references each Answer, what proportion of those Conversations Sidekick is resolving without needing to directly hand off to an Agent, and what proportion of those Conversations Sidekick starts to help with, but then hands off to an Agent.
FAQ
What does “No answers” mean, and how could Sidekick be resolving any Customer inquiries without using information contained in any of my company’s Answers?
The row “No answers” includes Conversations where Sidekick did not find any relevant Public Answer to use when generating a response to the Customer. Sidekick may have responded using information contained in the How to speak to customers tile.
For example, Sidekick would respond to a basic question such as "What is your name?”, based on the generic guidance provided without needing to reference more specific information contained in your Public Answers.
My team and I recently added new Answers to our Public Answer repository. How can I see how those Answers are performing?
Every time you add an Answer to your Public Answers respository, you will see the Answer title, along with the count of times that Sidekick referenced that Answer when attempting to respond to a Customer, and the proportion of those Conversations that Sidekick Assisted (Handed off) and Resolved without directly handing off to an Agent.