Welcome to the Genesys
DX Support Center

You use account health settings to control Dashboard sensitivity.

If you want to see more cases where your customers may not be getting the answers they need, set the threshold lower.

To change account health settings, go to Admin Center > KB Setup > Account health.

The following settings are available:

By Widget

User queries for which an answer was presented or selected and for which the user did not select a channel option (email or chat, for example).

Note:

• If the user is shown an automatic answer but then remains idle for approximately 45 seconds and then escalates, the session remains unanswered.
• If the user asks variations of the same question (for example "What", "What is", "What is Bold360 AI?") an answered session is counted only if "What is Bold360 AI" has answers.
• If the user asks a question and deletes it (for example, "What is Bold360 AI?", "What is") answered-sessions will be counted only if "What is" has answers.
• For widgets using the Slim skin: The session counts as answered if the user chooses any of multiple articles received in response to their query. If the user does not select any article within three minutes (that is, they do not expand any article), the session is considered unresolved.
• When FAQ widget is in use and the user expands a FAQ item, the session is counted as answered.
• If the user does not use the widget for approximately 45 seconds, activity is counted as a new session.

By Chat (escalated via channeling)

A session is answered when the chat agent answers the incoming request.

The following scenarios do not influence the number of Answered sessions:

• Ticket closed without answering
• Correspondence in the ticket/email
• Resume to chat
• Using Bold360 AI suggestions during chat

By Email

• An agent answers a ticket via email
• An agent answers a ticket using the Bold360 AI inbox
• Answering to a forwarded Bold360 AI ticket outside the Bold360 AI ticketing system (e.g. using personal email client)

You can use voices on the Dashboard to identify interesting insights and trends.

The Dashboard displays voice clusters and voices as tiles. See What are voices? to learn more about voices and how they are organized in Bold360 AI.

Customer queries for which no answer was presented or selected, negative feedback was provided, or which the customer escalated to a channel (email or chat, for example) are referred to as unresolved or unanswered.

To help understand why a query is marked as unresolved, generate a report using the Unresolved Reason field, as follows:

1. Go to Analytics > Reports.
2. On the Fields tab under Resolution, select the following fields: Resolved, Unresolved Reason, Expanded.
3. Select additional fields as necessary. Suggested additional field are the following:
   • Time > Date & Time
   • Content > Query
   • Content > Article Title
   • Count > #Negative FB
4. Run the report.

Values of Unresolved Reason:

• Not expanded: The user did not select any of the answers presented.
• Negative Feedback: The user selected an answer and then responded with negative feedback.
• Channeled: The user chose a channel option (email or chat, for example).
• No Result: No answers were presented to the user.

Values of Expanded:

• Yes: The user selected an answer to view, including cases when only one answer was presented and automatically expanded. (For those instances when a user was presented multiple options, the report contains only the Article Title of the first article shown to the customer. The report cannot tell you which article the user actually selected.)
• No: The user did not select any of the answers presented.
• No Data: No data was collected because either the widget was not slim or it was Conversational or Mobile SDK.

For any Voice on the dashboard, click the Inner Voice icon or the tile itself to explore data such as feedback, negative signals and Phrase Interactions (the number of times the same question was asked using the same words).

Voices represent the questions your customers are asking on Bold360 AI self-service touchpoints.

With voices, you can gain valuable insight into any potential gaps in your knowledge base, and resolve issues related to customer queries.

How does Bold360 AI group customer voices?

Each time a user asks a question on a Bold360 AI touchpoint, a customer query is collected. Bold360 AI's algorithm groups queries that have the same semantic meaning, that is, the same intent, into voices. The voices that it identifies as very similar in their intent are grouped together to voice clusters.

To illustrate the difference between voices and voice clusters, see the following example:

How to gather user feedback is a voice cluster. This cluster contains the following four voices:

• How to gather user feedback
• feed back
• instant feedback
• give feedback

How to gather user feedback is the voice cluster because this voice was asked first. Bold360 AI?s NLP algorithm considered the other three voices that were asked later as close in meaning and grouped them together with the original voice.

How to gather user feedback is the title of the voice cluster and it is also a voice. In this example, it was asked 32 times as shown by the number of hits. However, the number of hits does not mean that the exact same query was asked 32 times. It only means that 32 questions were asked where the intent was very close in terms of semantics.

To sum up, several intents make a voice, and voices that are close in meaning are often grouped to a voice cluster.

You can find customer feedback at several places in Bold360 AI. For information on gathering customer feedback, see this article.

Dashboard > Feedback tab

On the Dashboard > Feedback tab you can see voices with negative and positive feedback.

Reports

On the Analytics > Reports page, run a report with Query, Feedback Type, and Feedback Reason selected to see all customer feedback.

API

You can also use the following API call to automatically generate the same information as you see in the Reports menu: https://my.nanorep.com/api/doc/v1.html#q=Get Reports

The dashboard gives you insights into customer activity.

Tip: Check out this video to learn more about the dashboard.

Let's look at the information shown in the upper section of the dashboard.

Tip: For info about the lower section of the dashboard, known as Voices, read this article: Voices and the Dashboard: Capturing and analyzing user intent.

Engagements	An engagement is a visit in which a user interacts with a Bold360 AI touchpoint to get an answer. The following are examples of engagement: Asking a question in a Bold360 AI widget on your website Viewing an FAQ answer Reading an article in your Support Center An engagement may include one or more interactions.
Interactions	An interaction represents a user's attempt to gather information or perform an action. All follow-up actions around the same information are also interactions, which in turn add up to an engagement. For example, if it takes a visitor five questions to find the cheapest hotels in the area, those five questions translate to one engagement and five interactions.
Self-Service Score	Self-service score is the total number of interactions with no negative signals divided by the total number of interactions. Negative signals include the following: Interactions that were not answered Interactions that contain negative feedback
Channeling Score	The channeling score provides insight into how your escalation channels are performing. When a user chooses to continue using chat, email or phone, the channeling score is affected. Note: The phone channeling score is also affected if a visitor chooses a button with phone number in an article. For more information see How do I define conversational flows?. For more information about channeling see Answer escalation options. On the Channeling Score panel you can see the following numbers for each channel: The number on the left shows channeled interactions as a percentage of all engagements. Colors reflect the sentiment as per settings: red means negative, green means positive and grey means neutral. For more information see What is intentional channeling?. The number on the right shows channeled interactions for each channel as a percentage of all engagements. If Trends is enabled, you can also see numbers showing the change in trend next to each number. Trend compares the user activity in the currently selected period to activity in the previous period.