Answering Details

——This article helps you understand the guidelines for answering data usage.

The Role of Answering Details

We hope you understand its usage scenarios and purposes before using [Answering Details]:

● Usage scenario: Check the data to confirm if there are any abnormalities in the robot's operation status. For example, a decrease in the knowledge response rate or a decrease in the task workflow response rate.

● Purpose: Quickly locate all exceptions of the robot based on the details of response sessions from different time periods, robots, business types, and channels.

How to Use Answering Details

You can find [Answering Details] in the menu of the AI Agent management console:

● Data Filtering Rules and Conditions

1. Support filtering by time, with the smallest unit being a day.

2. Support filtering by robot.

3. Support filtering by business type.

4. Support filtering by channel type.

● Indicator Range and Description

1. The response data includes three dashboards and one report: response type, key metrics, like/dislike data, and response details.

2. The data range of response type is the message data that the robot uses to answer user questions.

Type	Metric Details
Answer Type	Total Answers, Knowledge-based Answers, Intelligent Answers, Direct Answers, Task Flow Answers, Question/Article/File/Webpage Answers

3. The data range of core metrics is the data situation of robot-answered sessions.

Type	Metric Details
Key Metrics	Knowledge Response Rate, Intelligent Response Rate, Direct Response Rate, Question/Article/File/Webpage Response Rate, Task Flow Response Rate

4. The like/dislike data range shows customers' evaluation of the robot's responses.

Type	Metric Details
Like and dislike data	Total answers, number of likes, number of dislikes

5. The detailed data scope of answers refers to the overall data situation of the robot answering customer questions.

Type	Metric Details
Answer data	Total Answers, Knowledge Answers, Knowledge Answer Rate, Direct Q&A Count, Direct Q&A Rate, Question/Article/File/Webpage Answers, Question/Article/File/Webpage Answer Rate, Task Flow Answers, Task Flow Answer Rate, Intelligent Answers, Intelligent Answer Rate, Likes, Dislikes

6. The metric definitions and formulas are displayed on the dashboard and reports. You can view them at the following locations.

Figure 1：Answering Details Page 1

Figure 2：Answering Details Page 2

● Other Functions

1. Custom display of metrics: You can control which metrics to display and their display order through the setting button in the report.

2. Report export function: Supports export based on customized display fields.