Export of Answers for review management

  • 10 October 2023
  • 2 replies

Userlevel 2

Hi team! 

Have you been thinking of having the option to export the data from Answers - the Not answered/Marked helpful/Flagged?

We’re implementing Answers to our whole Customer Care team and we would love to have the option to export the data so we can work with it further, distribute the reviews between our team, do our own further analytics on the relevancy of the questions and the need of content improvement.

Right now we would have to copy everything manually into a spreadsheet - we already do this with comments and it is very inefficient and time consuming. 

Out of almost 1200 users, approx. 900 are CC agents - when they need help with a case, they raise a help request to dedicated team of POCs (Point of Contact, our most experienced agents/SMEs) and by implementing Answers, we want agents to first ask a question on Guru before raising the help request.

This means we’ll have significantly higher amount of unanswered questions as well as flagged incorrect/incomplete answers that will require a further review and having the option to extract the data on, for example, a weekly basis, would help us tremendously. 

2 replies

In a similar vein, it would be nice to able to access flagged answers via API. Then I could route these to a queue for our content creators to tackle updating related docs. 

Agreed, it would be very helpful to be able to export the Answers data, even starting with the data behind the tasks dashboard and in the future an API to the full dataset. 

We would like to be able to use the data of the ratings to analyze what % of the Answers are given a positive or negative feedback (plus further filtering by date, group, etc.) This gives us information about whether users are benefiting from the AI Answer automation. 
Note: even with copying & pasting into a spreadsheet - the tasks dashboard doesn’t contain “user” data and the analytics dashboard doesn’t contain ratings. And neither exports the given answer.