Ticket deflector
  • 11 Feb 2022
  • 2 Minutes to read
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Ticket deflector

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The ticket deflector analytics page provides a bird' eye view of all the metrics that go into the ticket deflector form(s) in your knowledge base site or knowledge base assistant.


Accessing the Ticket deflector analytics

1_Screenshot-Accessing_the_ticket_deflector_analytics_page

  1. Click on Analytics → Ticket deflector

  2. The Dashboard tab is available by default

  3. This provides the complete picture of the ticket deflector analytic data

  4. Users can navigate between the four tabs available

    • Dashboard

    • Feedback

    • Satisfaction

    • Search


Dashboard

This page is the first and default tab when users access the Ticket deflector analytics page.

The Dashboard provides an overview of the different analytic aspects of the ticket deflector.

2_Screenshot-Accessing_the_ticket_deflector_analytics_page_Dashboard_tab

The tiles display data such as

  • Total feedback
  • Answered from KB
  • Form submitted
  • Total search

Unlike the interface in the Links status overview page, these tiles are , not clickable.

Below this section, three pie chart representations and an article list are available.

Frequently selected questions (Top5)

3_Screenshot-Accessing_the_ticket_deflector_analytics_page_Dashboard_tab_top5_questions

This section shows the most chosen qualifying questions in the ticket deflector form. This section only shows the data for the top 5 questions. The pie chart shows the different questions and the number of times the reader chooses.

When the mouse pointer hovers over each chart section, the ticket deflector form that question belongs to appears.

Satisfaction

4_Screenshot-Accessing_the_ticket_deflector_analytics_page_Dashboard_tab_satisfaction

This chart shows the percentage of Forms submitted and Answered from KB.

Search result rate

5_Screenshot-Accessing_the_ticket_deflector_analytics_page_Dashboard_tab_search_result_rate

This section shows the total searches performed in the selected ticket deflector form(s). The chart shows the percentage of successful and failed searches.

Most useful articles

6_Screenshot-Accessing_the_ticket_deflector_analytics_page_Dashboard_tab_most_useful_articles

Shows the top articles that the users found helpful and answered their queries. The following information is available in this section

  • The article name
  • Link to the article
  • Number of queries served

Filter by

Users can filter the ticket analytics data using the different Filter by option available at the top.

7_Screenshot-Accessing_the_ticket_deflector_analytics_page_Dashboard_filter_by


a. Application

Users can choose if they want to view the live ticket deflector analytics data for either the Knowledge base site or the Knowledge base assistant. Click on the dropdown and select the required option.

b. Ticket deflector

Users can choose the ticket deflector form(s) to view the analytics data. More than one form can be selected from the list.

c. Date range

Users can choose the date range for which they want to view the ticket deflector analytics data. 7 days, 30 days, 90 days, 180 days, or custom date range.

d. Refresh

If the displayed data is not the latest, users can click on the page refresh icon on the top-right. This action would make sure the current information is available in the Dashboard.



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