Guided Help Questions & Answers

Report on the frequency of each question within a case base being answered, and the frequency of each answer. This can provide insight into the specific problems and situations that customers are seeking help with.

There are versions of this report for each of the historical time intervals, which break down the data by case base, question, answer & interval. For each question, the question name & text are shown.

This report uses a Case Base Parameter set. It may be found under the following path: Root > Reports > Guided Help Reports > {interval}.

The report is based on the Guided Help Questions model and includes the following columns.

Case Base

The case base that was used to provide guidance. This may be an Author, QA or Live Release.

In knowledge and self-service contexts, the user typically starts guided help when they click on an article. In a virtual assistant context, the VA starts guided help, when it passes the visitor’s intent into a case base. The article or the VA will be configured to use a particular case base.

Question Name

This is a question in the Case Base. By default, the question name is populated with a reference number.

Question text

The text of a question in the Case Base. This is the text that is presented to the user in order to prompt them to provide an answer.

Answer

The answer that was selected or the value entered by the user.

Answer Type

Indicates if the answer was selected from a list or was text entered by the user.

Answers

The number of times that a question was answered during a Guided Help dialog that began in the interval. This includes all automatic and manual methods of answering a question other than questions recapped by resuming a bookmark.

User Answers

The number of times that a question was answered, reanswered or unanswered by the user during a Guided Help dialog that began in the interval.

User Reanswer

The number of times that a question was reanswered by the user during a Guided Help dialog that began in the interval, changing the answer that had been given before.

Auto-Answer

The number of times that a question was answered automatically during a Guided Help dialog that began in the interval. This includes startup, control action and data link answers, but excludes questions recapped by resuming a bookmark.

Bookmark Recap

The number of times that a question and answer were recapped when resuming a bookmarked dialog in the interval. The questions and answers so far are saved when a dialog is bookmarked, and those same questions and answers are repopulated when the bookmark is resumed later.

Questions answered in this way are counted separately to avoid double-counting them when an existing customer interaction is resumed later, as they were already counted during the earlier part of the interaction before it was saved.