Analyzing your autoreplies with articles (Legacy)

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<p id="docs-hc-snippet" style="display: none;">To edit and customize the dashboard, you'll first need toclone it.</p>
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<div class="note attention" id="topic_txg_rv5_s1b__note_rjg_b5t_dgc">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into
legacy status on July 31, 2025. On December 10, 2026, this functionality will no
longer be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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Zendesk Explore includes the Article recommendations
prebuilt dashboard, which helps you monitor the acitivity and effectiveness
of your autoreplies with articles in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833721498" target="_blank">email notifications</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820951450" target="_blank">web forms</a>. The dashboard can
help you identify whether autoreplies with articles are solving your support
requests, how quickly users are opening suggested articles, and how your
individual articles are performing.</div>
<p class="p">To edit and customize the dashboard, you'll first need to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">clone it</a>.</p>
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<div class="note tip">
<span class="tiptitle">Tip:</span> If you need more complex reports, you can write your own using a wide range of
metrics and attributes. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530" target="_blank">Creating reports</a>. </div>
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<p class="p">The information in Explore dashboards is updated on a schedule. The schedule depends on
which Explore plan you are using. For details, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore plans</a>.</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic_txg_rv5_s1b__ul_dsj_ggj_nlb">
<li class="li"><a class="xref" href="#topic_esj_ggj_nlb">Accessing the Article recommendations dashboard</a></li>
<li class="li"><a class="xref" href="#topic_hsj_ggj_nlb">Understanding the Article recommendations dashboard reports</a></li>
</ul>
<div class="p">Related article:<ul class="ul" id="topic_txg_rv5_s1b__ul_x25_nc2_ybc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889123610" target="_blank">Improving autoreply
metrics for article recommendations</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_esj_ggj_nlb">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Article recommendations dashboard</h2>
<div class="body">
<p class="p">The Article recommendations dashboard provides information about your use of autoreplies with articles.</p>
<p class="p"><strong class="ph b">To access the Article recommendations dashboard</strong></p>
<ol class="ol" id="topic_esj_ggj_nlb__ol_fsj_ggj_nlb">
<li class="li">In Zendesk Support, open the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">product
tray</a>.</li>
<li class="li" dir="ltr">From the list of products, click <strong class="ph b">Analytics</strong>.
Explore opens and displays the dashboard library.</li>
<li class="li">From the list of dashboards, click the <strong class="ph b">Zendesk Answer Bot</strong> dashboard.</li>
<li class="li">In the Zendesk Answer Bot dashboard, click the <strong class="ph b">Article
recommendations</strong> tab. <div class="p">
<div class="note">
<span class="notetitle">Note:</span> If you have not set up autoreplies
with articles, then this tab won't be displayed.
</div>
</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_hsj_ggj_nlb">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Article recommendations dashboard reports</h2>
<div class="body">
<div class="p">The Article recommendations dashboard shows information about autoreply activity, ticket
resolutions, and activity by articles. You can filter the reports on
the dashboard by <strong class="ph b">Time</strong>, <strong class="ph b">Answer channel</strong>, <strong class="ph b">Answer
brand</strong>, <strong class="ph b">Article language</strong>, <strong class="ph b">Ticket group</strong>, and
<strong class="ph b">Ticket form</strong>. <div class="note" id="topic_hsj_ggj_nlb__note_zy4_3yd_grb">
<span class="notetitle">Note:</span> The Article
recommendations reports do not include data from the
messaging channel.</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_isj_ggj_nlb">
<h3 class="title topictitle3" id="ariaid-title4">Article recommendations dashboard headline metrics</h3>
<div class="body">
<p class="p">The dashboard displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_isj_ggj_nlb__ul_jsj_ggj_nlb">
<li class="li">
<strong class="ph b">Suggestion rate:</strong> Displays the percentage of customer inquiries where an autoreply with
articles was sent. The KPI also displays the
number of answers, attempts made, and unsuccessful attempts. For tips on improving the suggestion rate, click <strong class="ph b">Improve</strong>.</li>
<li class="li">
<strong class="ph b">Click-through rate:</strong>
Displays the percentage of responses clicked by
end users from the total responses offered. The KPI also displays the number
of clicks, clicked articles, and the median click time. Click the
<strong class="ph b">Improve</strong> link to get tips about how to improve the click-through
rate.</li>
<li class="li">
<strong class="ph b">Resolution rate:</strong>
Displays the percentage of inquiries that are
resolved with no agent involvement. The KPI also displays the number of
resolutions, indirect resolution answers, and the median resolution time.
Click the
<strong class="ph b">Improve</strong> link to get tips about how to improve the
resolution rate.</li>
<li class="li">
<strong class="ph b">Rejection rate:</strong>
Displays the percentage of suggested articles marked
as unhelpful by end users from the total number of suggestions offered. The
KPI also displays the number of articles marked unhelpful. Click the
<strong class="ph b">Decrease</strong>
link to get tips about how to improve the rejection
rate.</li>
</ul>
<p class="p"><img alt="Explore Guide KPIs" class="image img-screenshot" id="topic_isj_ggj_nlb__image_a4z_f51_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ab_120.png" width="850"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_lsj_ggj_nlb">
<h3 class="title topictitle3" id="ariaid-title5">Article recommendations dashboard reports</h3>
<div class="body">
<p class="p">The dashboard displays the following reports:</p>
<ul class="ul" id="topic_lsj_ggj_nlb__ul_msj_ggj_nlb">
<li class="li">
<strong class="ph b">Answer Bot activity volumes by date:</strong>
Shows the number of offered,
clicked, and resolved bot answers and resolutions over the chosen time
period.
<p class="p"><img alt="Answer Bot activity volumes by date report" class="image img-screenshot" id="topic_lsj_ggj_nlb__image_pds_p51_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ab_121.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Answer Bot activity rates by date:</strong>
The percentage of answers clicked,
rejected, or resolved over the selected time period.
<p class="p"><img alt="Answer Bot activity rates by date report" class="image img-screenshot" id="topic_lsj_ggj_nlb__image_zd5_w51_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ab_122.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Resolutions by month (12 month):</strong>
The number of resolutions and the
percentage resolution rate over a 12 month period.
<p class="p"><img alt="Resolutions by month report" class="image img-screenshot" id="topic_lsj_ggj_nlb__image_wn4_2v1_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ab_123.png" width="850"></p>
</li>
<li class="li">The following reports can be filtered by clicking the tabs at the top of the section: Answer
channel, Answer brand, or Suggested article
language. <div class="p">
<img alt="Answer Bot report filters" class="image img-screenshot" id="topic_lsj_ggj_nlb__image_bkb_qv1_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ab_124.png">
<ul class="ul" id="topic_lsj_ggj_nlb__ul_bg4_hnt_cnb">
<li class="li">
<strong class="ph b">Answers by selected attribute (top 10):</strong>
Displays the top ten offered answers by channel,
brand, or language. <p class="p"><img alt="Answers by selected attributes report" class="image img-screenshot" id="topic_lsj_ggj_nlb__image_aht_wv1_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ab_125.png"></p>
</li>
</ul>
</div>
</li>
<li class="li">
<strong class="ph b">Clicks and resolutions by selected attribute (top 10):</strong> Displays the top ten resolutions
and clicks by channel, brand, or language. <p class="p"><img alt="Clicks and resolutions by selected attributes report" class="image img-screenshot" id="topic_lsj_ggj_nlb__image_yns_dx1_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ab_126.png"></p>
</li>
<li class="li">
<strong class="ph b">Resolutions by selected attribute (12 months):</strong>
Displays the
resolutions over the last 12 months sorted by language, brand, or
channel.
<p class="p"><img alt="Resolutions by selected attribute report" class="image img-screenshot" id="topic_lsj_ggj_nlb__image_vvg_jx1_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ab_127.png" width="850"></p>
</li>
<li class="li">
<strong class="ph b">Answer Bot activity by article:</strong> A detailed report about activity for all of your Guide
articles. You can restrict the range of results
shown by using the <strong class="ph b">Top</strong> and <strong class="ph b">Bottom</strong>
filters. The table contains the following
information for each article that is offered: <ul class="ul" id="topic_lsj_ggj_nlb__ul_wcd_3bp_dmb">
<li class="li">
<strong class="ph b">Article author:</strong> The author of each
article</li>
<li class="li">
<strong class="ph b">Suggested articles:</strong> The number of times
each article was suggested</li>
<li class="li">
<strong class="ph b">Clicked articles:</strong> The number of times
each article suggested was clicked</li>
<li class="li">
<strong class="ph b">Resolution articles:</strong> The number of
tickets for each article that were solved by a
suggestion</li>
<li class="li">
<strong class="ph b">Rejected articles:</strong> The number of times
a suggestion for each article was rejected by an
end user</li>
<li class="li">
<strong class="ph b">Resolutions/Clicks:</strong> The percentage of
resolutions from clicked answers for each article.
It is possible for this number to be over 100% as
you can resolve an answer from the initial
suggestion without clicking into it.</li>
</ul>
<p class="p"><img alt="Answer Bot activity by article report" class="image img-screenshot" id="topic_lsj_ggj_nlb__image_xwx_sx1_plb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_ab_128.png" width="850"></p>
</li>
</ul>
</div>
</div>
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