Document360 v12.9.1 is now live with new ways to understand your readers and improve your knowledge base. Get deeper insights into Eddy AI usage, identify unanswered queries and why they go unanswered, and manage customer feedback with more flexibility. The release also includes several platform improvements and performance enhancements.
Features and enhancements
Advanced Eddy AI Analytics
Category: Analytics | Enhancement
You can now dive deeper into how readers use Eddy AI with the new Advanced Eddy AI Analytics page. Track how many reader queries Eddy AI answers and how many remain unanswered, and see how these numbers change over time. You can also review the unanswered queries to identify gaps in your documentation.
For unanswered queries, you’ll also see why Eddy AI couldn’t answer them. The reason could be a content gap, a question outside the scope of your documentation, or an issue interpreting the query. This helps you understand what needs attention.
Access it via the Try new Eddy AI analytics button on the Eddy AI – Assistive Search analytics page.
For more information, read the article on Eddy AI search analytics.
Dedicated resolution actions in Feedback manager
Category: Feedback manager | Enhancement
Earlier, responding to a customer would also close the feedback, even when the conversation needed to continue. Feedback Manager now separates communication from feedback status, so you can communicate with customers while keeping feedback open for further action and close it only when the issue is resolved. When closing multiple feedback items from the Feedback manager page, the Close option is now more prominently displayed for easier access. You can also notify readers when closing feedback items in bulk. If a reader withdraws previously actioned feedback, the action is now recorded in the respective feedback.
For more information, read the article on Feedback management.
Other updates
- Minor UI improvements have been made to the More article options dialog in the editor and the View logs dialog on the API references page.
- Minor security updates, bug fixes, and performance improvements have also been implemented across the Knowledge base portal and Knowledge base site.