Answers and Articles
Close equivalent to the existing Answers dashboard
Major differences with the existing equivalent
3 months of data
Drilling into Questions is still possible, but only recent Questions will be available. Full details for user questions are available on Recognition Analysis.
No split by interaction type in the main chart – can be filtered on interaction type from the filter pane
Focus is on individual Answers or Articles, not on the Recognition/Feedback/Click related overall KPIs. The metric viewable in the dashboard can be adjusted to give values for individual answers but Totals are not reported. For KPIs, see the Landingpage and Management Report dashboards.
Linkclicks are calculated differently (more information below)
The Article Ids in the overview table are presented as the articles occur together. The filter can still find articles by individual Ids.
Description
See what Answers were given and what questions were asked that received those Answers. Highly detailed with many filter options. Has drillthroughs to be able to see the answers or activated articles from any of the main pivots as well as a way to just get the full list. Data is available over 3 months.
Overview of the main page of the Answers and Articles dashboard, with the Answers table visible and ‘Interactions’ showing as the selected measure.
The chart at the top shows the number of interactions per day, based on the filters applied.
The table below the line chart can show either Answers or Articleids. This is controlled using the buttons on the left. The tabs on top of the table determine what measure is shown in the table. The options are Activations(/Interactions), LinkClicks, Negative Feedback, Positive Feedback, and Received Feedback. From the table you can drill down to see the Activated Articles, a Question and Answer log, or an overview of Clicked Links for a given Answer or Article. There are also links at the top left of the page that will lead to a Question and Answer log or a list of Activated Articles using the filters applied to the dashboard.
The header of the Questions and Answers drilldown, showing Question, ArticleIDs, Answer, Activations, Positive Feedback, Negative Feedback and Linkclicks
The questions shown in the Question and Answer log here are limited; only based on the most recent month of data. If the same question occurred before it will be visible earlier, but non-recurring older questions/interaction values will show up as blanks. However, unlike the logs available through the Recognition Analysis dashboard, this Question and Answer log also covers other interaction types, not just QA.
Three bar charts that appear at the bottom of the Answers and Articles dashboard; Clicked Links, Dialogs Started and Related Events.
Below the table are three bar charts showing the most clicked links, the Dialogs started by interactions, and Events relating to other interactions – these can be Events starting Dialogs, or Events activated because of (lack of) recognition. Clicking on a bar will focus the dashboard.
Slicers Specific to this dashboard:
This dashboard allows filtering on ArticleID and InteractionType as well as all the standard filters.
You can also filter the dashboard to show the Answers within a specific Dialog, related to a certain Event, and answering a specific FAQ.
The slicer ‘Dialog’ filters on a slightly different value from Started Dialog – in the case of one Dialog starting another, the filter from the filter pane will get you the ended dialog while clicking in the middle bar chart will get you the started dialog.
Metrics & Measures:
Activations (or Interactions)
The number of times a question/interaction caused an article to be activated and one of its Answers to be shown.
(Link) Clicks
The number of times a link was clicked. Unlike in the existing dashboard, this can include the same link being clicked multiple times. The existing Answers dashboard counted the number of unique links being clicked from one interaction
Negative Feedback
The number of times this Answer or Article received Negative Feedback. If Feedback was left multiple times on a single interaction, only one is counted.
Positive Feedback
The number of times this Answer or Article received Positive Feedback. If Feedback was left multiple times on a single interaction, only one is counted.
Received Feedback
The number of times this Answer or Article received any Feedback. If Feedback was left multiple times on a single interaction, only one is counted.