Matched Inquiry Report
Matched Inquiry Reporting
This report will provide insights into the inquiries submitted to any of your interfaces and what they matched to within your knowledge.
Running the Report
To access this report, navigate to Analytics > Baseline CSV Reports > Create Reports.
Select the Matched Inquiry report from the list and specify your filters to run the report. The available filters include:
Start & End Dates - This is a required set of filters to scope the report to conversations created within the specified time frame.
Interface - A multi-select dropdown that allows you to narrow which interfaces the inquiries were submitted to, this includes Concierges, Third Party Interfaces, and Voice lines.
The report is also available via our Matched Inquiry Report API endpoint.
Some Questions the Report Answers
- Which inquiries were asked the most against my knowledge?
- What knowledge folders or exchanges are getting the most inquiries asked?
- What is the feedback distribution (positive, negative, or none) across the inquires?
- Which interfaces have the most matched inquiries?
Data Columns
Below is the list of columns you can expect to receive from this report.
| Column Name | Value Description |
|---|---|
| matched_inquiry | The inquiry submitted by the user(s). |
| exchange_variant | The exchange that the inquiry matched to. |
| exchange_id | The id of the matched exchange. |
| interface | The name of the interface where the inquiry was submitted. |
| folder_name | The name of the knowledge base folder the exchange is contained within. |
| exchange_type | The type of exchange from the knowledge base. |
| inquiry_count | The number of times that inquiry was submitted in the specified timeframe. |
| feedback_positive_count | The number of times positive feedback was left for the inquiry. |
| feedback_negative_count | The number of times negative feedback was left for the inquiry. |
| feedback_skipped_count | The number of times the user(s) skipped leaving feedback on the inquiry. |
| percent_negative_feedback | Of the total count of feedback left, what percent was negative for the specific inquiry. |