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Answer Effectiveness from Guided Assistance — Cloud Customer Connect
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Answer Effectiveness from Guided Assistance

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

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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?

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