Top Questions Statistics Guide

——Learn about the usage methods and indicators of Top Questions Statistics through this article

Role of Top Questions Statistics

We would like you to know about the usage scenarios and roles of the Top Questions Statistics first:

1. Top Questions List is used by operator to analyze the hotspot issues of customers and master the top business of customer inquiries.

2. By analyzing the report, the operator can grasp the priority of optimizing knowledge entries in the knowledge base.

3. Top Questions List supports the operator to learn the top questions directly into the knowledge base.

Main Functions of Top Questions Statistics

You can find Top Questions Statistics from the livechat admin console menu:

● Description of Usage of Top Questions Statistics Report

Top Questions List is divided into two modules: Top 100 FAQs and FAQ List.

1. Top 100 FAQs: aggregate the questions asked by customers the previous day, display the top customer questions through keyword and semantic aggregation, display them in descending order according to the number of questions, and support aggregating Top 100, Top 200, and Top 300 questions.

Figure 1: Top FAQ Page 2. FAQ List: support displaying customer's questions according to the category of Top 100 FAQs, and give the hit standardized questions, and support viewing details and learning.

Usage: The operator can filter the questions with many customer inquiries through the Top Questions, and analyze whether the bot knowledge base hits questions correctly through the questions asked and the standardized questions hit. If it is not correct, click the【Learn】button directly in the list to directly learn this question into the knowledge base. Improve the hit accuracy of the knowledge base through learning.

Figure 2: FAQ List Page

● Other Functions

1. Supported filter items: time, bot, channel type, no. of aggregated questions, evaluation, trans-to-agent, etc.

2. Export is supported.