Thank you for supporting the Cloud Customer Connect Community in 2024. It's a gift to work with you!

Look back
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Answer Effectiveness from Guided Assistance

edited May 19, 2015 2:58PM in Reporting & Analytics for B2C Service 1 comment

Content

When answers are linked to Guided Assistance, is there any way to report on Answer Effectiveness from the guide?

When customers view answers they can rate them with a Yes/No selection for whether the answer resolved their issue.  These results can be easily reported on from the system using data from the kf_answer_stats table (Rating Level fields).  But these results appear to be for all answer ratings, and I cannot find a way to determine which ratings were given as part of viewing the answer from a Guide.

Does anyone know if this type of data is available?

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!