No Match Inquiry Report
No Match Inquiry Reporting
This report will provide insights into the inquiries submitted to any of your interfaces that did not match to a high confidence answer from your knowledge.
Running the Report
To access this report, navigate to Analytics > Baseline CSV Reports > Create Reports.
Select the No Match 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 No Match Inquiry Report API endpoint.
Some Questions the Report Answers
- Which inquiries were asked the most that have no matches against our knowledge?
- What general topics or themes do not have knowledge coverage?
- What is the feedback distribution (positive, negative, or none) across the inquires?
- Which interfaces have the most no match inquiries?
Data Columns
Below is the list of columns you can expect to receive from this report.
| Column Name | Value Description |
|---|---|
| user_inquiry | The inquiry submitted by the user(s). |
| interface | The name of the interface where the inquiry was submitted. |
| 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. |