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

<p>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 <a href="https://support.zendesk.com/hc/en-us/articles/8888178335898-Using-generative-search-to-provide-AI-powered-answers-to-search-queries" rel="noopener noreferrer" target="_blank">quick answer</a> exits with how many users submitted tickets in the same session.</p><p><strong>Skill level</strong>: Beginner</p><p><strong>Time required</strong>: 30 minutes</p><p><strong>Ingredients</strong>:</p><ul>
<li data-list-item-id="ef3684352ee11f895aae9f9b69c2681fc">Zendesk Explore Professional or Enterprise</li>
<li data-list-item-id="ef7974b5481b1ae539ea723a70b513344">The <a href="https://support.zendesk.com/hc/en-us/articles/4409155064090-Metrics-and-attributes-for-Zendesk-Knowledge" rel="noopener noreferrer" target="_blank">Knowledge - User session</a> dataset</li>
<li data-list-item-id="e268441bb732b847b50d3beec9af1eb6c">The <a href="https://support.zendesk.com/hc/en-us/articles/5589418656922-Viewing-and-managing-your-search-settings" rel="noopener noreferrer" target="_blank">Generative search</a> feature turned on from Knowledge, in your <strong>Search settings</strong>
</li>
<li data-list-item-id="e958b996b8d12ef17f7b28c04b17ab0b3">User session and generative search data in your help center</li>
</ul><p>This recipe contains the following sections:</p><ul>
<li data-list-item-id="e68dcd85b009e35ffa8f589f3bc56d3c4"><a href="#Building">Building your report</a></li>
<li data-list-item-id="e90e740ab990f1922034345a57be251ca"><a href="#Enhancing">Interpreting your report</a></li>
<li data-list-item-id="ebaccd899f0e6ae3d6e6360eba499c55f"><a href="#h_01K5GQCDE5M045WNJJ0E89NAQ3">Improving your data</a></li>
</ul><h2 id="h_01K6XERM5GRN97SRSMPP7093A6">How to report on generative AI search in the help center</h2><figure class="wysiwyg-media"><div data-oembed-url="https://www.youtube.com/watch?v=M6tiXgnzEQA"><iframe allow="encrypted-media" allowfullscreen="" frameborder="0" src="//www.youtube-nocookie.com/embed/M6tiXgnzEQA" style="width: 100%; aspect-ratio: 16 / 9;"></iframe></div></figure><h2 id="Building">Building your report</h2><p>Use the following steps to create this report in Explore:</p><ol>
<li data-list-item-id="eb6fb92d9292c81a1735a132bdd85f0c8">In Explore, click the reports (<img alt="Select reports" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png" style="height: auto;" width="16">) icon</li>
<li data-list-item-id="e79605d6bdb9352db61dd35ab1d225019">In the Reports library, click <strong>New report</strong>
</li>
<li data-list-item-id="e05dd4a7e0dd545d0803b152294d0b634">On the <strong>Select a dataset</strong> page, click <strong>Knowledge</strong> &gt; <strong>Knowledge - User session</strong>, click <strong>Start report</strong>. The report builder opens</li>
<li data-list-item-id="e23f9f643ab9844c52876450e98217f6d">Rename the <strong>New report</strong> report <strong>Help center generative search results</strong>
</li>
<li data-list-item-id="e526f1913b63e3547880b68cd4a8dd941">Click the <strong>Visualization type</strong> menu (<img alt="Select Vizualisation type" height="15" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_visualization_type.png" width="16">) and select <strong>Table</strong>
</li>
<li data-list-item-id="e32a82b246cada2f8319eea48fb9fac92">Next to <strong>Filters</strong>, click <strong>Add</strong> &gt; click <strong>Time - user session start</strong>, click <strong>Session start - Date</strong>, click <strong>Apply</strong>
</li>
<li data-list-item-id="ebd5503cb9698f8d7e63c3e637b3716c9">Click <strong>Session start - Date</strong> &gt; <strong>Edit date ranges</strong> &gt; <strong>Advanced</strong> &gt; Select the time range you'd like, click <strong>Apply</strong>
</li>
<li data-list-item-id="e5d3b96402de406fda246c7ae3ba44017">In the <strong>Metrics</strong> panel, click <strong>Add</strong>
</li>
<li data-list-item-id="e6081e78b3491f3094e00cfa1a4c39de6">From the list, select <strong>Sessions</strong> &gt; <strong>Quick answer exits</strong>, click <strong>Apply</strong>
</li>
<li data-list-item-id="e6f2ac8ab648578838cc2f8ba93b838e8">Click <strong>COUNT(Quick answer exits)</strong> and select the metric aggregator <strong>D_COUNT</strong>, click <strong>Apply</strong>
</li>
<li data-list-item-id="ee2e7a646c0e285de6e4e7f25d1aa6e31">In the <strong>Metrics</strong> panel, click <strong>Add</strong> again</li>
<li data-list-item-id="e476bdb6d863232cee3d6345b52baaf9a">From the list, select <strong>Sessions</strong> &gt; <strong>Ticket submitted sessions</strong>, click <strong>Apply</strong>
</li>
<li data-list-item-id="e04f1e850c18aa8e029b89e59256a1900">Click <strong>COUNT(Ticket submitted sessions)</strong> and select the metric aggregator <strong>D_COUNT</strong>, click <strong>Apply</strong>
</li>
<li data-list-item-id="e1647eb83594211b05c4f090519cc9153">In <strong>Rows</strong>, click <strong>Add</strong> &gt; <strong>Visitor</strong> &gt; <strong>Visitor role</strong>, click <strong>Apply</strong><ul><li data-list-item-id="e11d438e380e954569e53f5e8805aeaa5">You can include <a href="https://support.zendesk.com/hc/en-us/articles/4409155064090-Metrics-and-attributes-for-Zendesk-Knowledge#topic_ick_rlw_x2c" rel="noopener noreferrer" target="_blank">additional attributes</a>, for example: <strong>Session brand</strong>
</li></ul>
</li>
<li data-list-item-id="e54c5662c6bb3ae3f69dd5606d38c1e6c">Click <strong>Save</strong>
</li>
</ol><p><img alt="Your generative AI search report" class="wysiwyg-image-resized" height="553" src="https://support.zendesk.com/hc/article_attachments/9733229246362" style="aspect-ratio: 744/553; width: 93.5%;" width="744"></p><div class="p"><div class="note">
<span class="notetitle">Note:</span> The user session and page analytics datasets include anonymous user events only if you enable <a href="https://support.zendesk.com/hc/en-us/articles/6297027870618-Enabling-anonymous-user-tracking-for-your-help-center" rel="noopener noreferrer" target="_blank">anonymous user tracking</a>. If you follow the guidance in this article without enabling tracking, you will not see the described data for anonymous users.</div></div><h2 id="Enhancing">Interpreting your report</h2><p>The metric <strong>Ticket submitted sessions</strong> 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.</p><p>You can't see the queries or answers returned in your reporting. However, <strong>Quick answer exits</strong> 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.</p><h2 id="h_01K5GQCDE5M045WNJJ0E89NAQ3">Improving your data</h2><p>To improve generative AI results, adapt and enhance the content of your help center. For more information, see this article: <a href="https://support.zendesk.com/hc/en-us/articles/9067636151834-Best-practices-Preparing-your-help-center-for-generative-AI" rel="noopener noreferrer" target="_blank">Best practices: Preparing your help center for generative AI</a>.</p><script id="docs-schema-markup" type="application/ld+json">{
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