HELP FILE

How to generate a report on interface sources?

A report on interface sources tell you where your customers receive answers from.

To run an interface source report, do the following:

  1. In the Bold360 ai Console, go to Analytics > Reports.
  2. On the Fields tab, select Interface as Source.
  3. Select any other fields that you want to include in the report.
  4. On the Group by tab, select Interface so that your results are grouped by interface sources in the report.
  5. Run the report.

The interface report groups interfaces into the following categories:

  • FAQ: interactions in the FAQ section of a support center or an on-journey widget
  • Search: interactions, where the customer used search without auto-complete
  • Auto-Complete: interactions where the customer used search, and selected one of the proposed answers instead of pressing Enter
  • Support center: interactions in the navigation area of the support center. This excludes interactions in the search widget of the support center.
  • Linked Article: interactions where the customer clicked on a linked to read another article
  • API: interactions that were served directly via an API rather than a Bold360 ai touchpoint
  • Onload: interactions where a welcome message was displayed first
  • Bot: interactions that were served on the bot through search or auto-complete
  • Guidance: not in use