Q\&A Quality Statistics Guide
# Q&A Quality Statistics Guide
——Learn about the usage methods and indicators of Q&A Quality Statistics through this article
# Role of Q&A Quality Statistics
We would like you to know about the usage scenarios and roles of Q&A Quality Statistics first:
● The knowledge base operator can observe the quantity and quality of the bot's Q&A through this report, to analyze and improve the bot's answer
● Support the analysis of the answer and dislike in the dimension of hitting standardized questions
● Support the direct learning of dislike questions in the statistical report
● Support viewing the details of all evaluated chats
# Main Functions of Q&A Quality Statistics
You can find Q&A Quality Statistics from the livechat admin console menu:
# ● Introduction to Reports of Q&A Quality Statistics
Q&A Quality Statistics includes four modules: Q&A Quality Overview, Knowledge Match Statistics, Knowledge Dislike Statistics, and Chat Evaluation Statistics.
- Q&A Quality Overview: describe bot's answers to customer's questions, like and dislike, and chat evaluation; support viewing Comparison Chart and Trend Chart of related indicators, as well as distribution of bot's answer types.
Usage: At the second stage of knowledge operation, focus on Unknown Answer %; at the fourth stage, focus on Direct Answer Match %. Please refer to the report analysis.
- Knowledge Match Statistics: support data statistics according to the hit standardized questions, including one-round questions, multi-round questions and custom greetings in the knowledge base.
Usage: filter answer types to be optimized through this report, and optimize the standardized questions hit in this type. Focus on these items at the fourth stage of knowledge operation.
- Knowledge Dislike Statistics: support dislike data analysis according to standardized questions, viewing chat details, and learning in this report.
Usage: optimize answers in the knowledge base with this report after bot knowledge base goes online.
- Chat Evaluation Statistics: support viewing data details of all evaluated chats, and filtering them by channels and chat evaluation.
# ● Indicator Range & Description
You can view definitions of specific indicators at backend:
- Q&A Quality Overview: including Q&A Data, Answer Evaluation, Chat Evaluation, and Answer Type Data.
| Serial No. | Type | Indicator Details |
|---|---|---|
| 1 | Q&A Data | Customer Questions, Bot Messages, Bot Answers, Unknown Answers, Unknown Answer %, Direct Answer Match, One-round Direct Answer Match, Multi-round Direct Answer Match, Direct Answer Match %, Similar Answer Match, Understanding Answer Match, Guided Answer Match, Similar Answer Match %, Similar Answer Adoption, Guided Answer Recommended Questions, Greeting Answer Match, Custom Greeting Match, and System Greeting Match. |
| 2 | Answer Evaluation | Answer Evaluation, Like, Like %, Dislike, and Dislike %. |
| 3 | Chat Evaluation | No. of Feedback, Resolved Feedback, Resolved Feedback %, Unresolved Feedback, and Unresolved Feedback %. |
Knowledge Match Statistics: Total Match, Custom Greeting Match, Direct Answer Match, Guided Answer Match, One-round Question Direct Match, Multi-round Question Direct Match, Understanding Answer Match, Guided Answer Adoption, Guided Answer Unadoption, Like, Like %, Dislike, and Dislike %.
Knowledge Dislike Statistics: Total Dislikes, Direct Answer Dislikes, and Understanding Answer Dislikes.
Chat Evaluation Statistics: Resolved or Not, and Evaluation Tag.
# ● Other Functions
Knowledge Match Statistics supports exporting analysis and customizing indicator display sequence.
All reports support filtering by time, bot, organization structure and channel.
# Related article(s)
For the way to better use Q&A Quality Statistics Report, refer to the Description of Knowledge Base Operation Management Specifications and Skills