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.

1. 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.

2. 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.

3. 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.

4. 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:

1. 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 %.

2. 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 %.

3. Knowledge Dislike Statistics: Total Dislikes, Direct Answer Dislikes, and Understanding Answer Dislikes.

4. Chat Evaluation Statistics: Resolved or Not, and Evaluation Tag.

● Other Functions

1. Knowledge Match Statistics supports exporting analysis and customizing indicator display sequence.

2. 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