Explore recipe: Reporting on generative AI search in the help center

In this Explore recipe, you'll discover how to generate a report of generative search in your help center. You'll compare the number of quick answer exits with how many users submitted tickets in the same session. Skill level: Beginner Time required: 30 minutes Ingredients:
Zendesk Explore Professional or Enterprise
The Knowledge - User session dataset
The Generative search feature turned on from Knowledge, in your Search settings

User session and generative search data in your help center
This recipe contains the following sections:
Building your report
Interpreting your report
Improving your data
How to report on generative AI search in the help center Building your report Use the following steps to create this report in Explore:
In Explore, click the reports ( ) icon
In the Reports library, click New report

On the Select a dataset page, click Knowledge > Knowledge - User session, click Start report. The report builder opens
Rename the New report report Help center generative search results

Click the Visualization type menu ( ) and select Table

Next to Filters, click Add > click Time - user session start, click Session start - Date, click Apply

Click Session start - Date > Edit date ranges > Advanced > Select the time range you'd like, click Apply

In the Metrics panel, click Add

From the list, select Sessions > Quick answer exits, click Apply

Click COUNT(Quick answer exits) and select the metric aggregator D_COUNT, click Apply

In the Metrics panel, click Add again
From the list, select Sessions > Ticket submitted sessions, click Apply

Click COUNT(Ticket submitted sessions) and select the metric aggregator D_COUNT, click Apply

In Rows, click Add > Visitor > Visitor role, click Apply You can include additional attributes, for example: Session brand


Click Save


Note: The user session and page analytics datasets include anonymous user events only if you enable anonymous user tracking. If you follow the guidance in this article without enabling tracking, you will not see the described data for anonymous users. Interpreting your report The metric Ticket submitted sessions refers to the number of sessions where a user submitted a ticket from your contact form. This number does not include messaging or Chat data. You can't see the queries or answers returned in your reporting. However, Quick answer exits show if users exited the page after seeing quick answers. This typically means that directional information in the session data from the quick answer was helpful. Improving your data To improve generative AI results, adapt and enhance the content of your help center. For more information, see this article: Best practices: Preparing your help center for generative AI. {
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