Knowledge Insights

Overview

The Knowledge Insights page gives you a summary of the health of your knowledge base and your  bot's performance at answering contacts' questions. This page features several sections.

Filtering

Filters appear at the top of the page to indicate which contacts and messages are considered.

Click the filter icon to set the channel(s), date range, and Audience filters.

Knowledge Matching

View your bot's knowledge matching over different time frames, and across channels and Audiences.

The Missed Questions section shows the number of incoming messages that the bot could not provide a response for. This is either because:

• There was No Understanding Match, meaning the bot could not find any Knowledge Base content that was relevant to the incoming question. Clicking on Missed Questions will take you to the Knowledge Maintenance tools.
• There was No Approved Answer, meaning the bot did find a matching understanding, but it either has no answer or its answer has not been marked "approved". This also includes links to those sections of the Knowledge Base.

The Answered Messages section indicates the number of incoming messages that the bot could provide a response for.

• The majority of these will generally be Matched to Understanding. Details about which topics are getting matched to the most can be found lower down the page. Clicking on Marked Incorrect will take you to the Knowledge Maintenance tools.
• Other incoming messages Matched to a #Command, an interactive Script flow triggered by a keyword. See #Commands for more information.
• In other cases, it's possible that no match was found in the Knowledge Base, but the generative AI still Generated a Flash Response (if your institution has the feature enabled). See Flash Responses for more information.

Webchat Feedback

For partners with web-chat, this section indicates the number of thumbs-up and thumbs-down indicators, as well as how many users provided additional feedback. Clicking on View All Webchat Feedback will take you to the Knowledge Maintenance tools. 

Important Topics

View the top 10 topic areas that contacts' questions have matched to:

Clicking on each individual topic area will allow you to see the top 10 most popular sub-topics during that time period.