Hello,
In Plugin Insights, the section “What content items are being cited by the AI Assistant?” provides a very valuable overview of top-cited content, including counts of helpful and unhelpful feedback as well as related tickets. However, the current experience makes it difficult to take the next analytical step directly.
Current Limitation
At present, clicking on the unhelpful/helpful feedback count does not provide access to the underlying conversations. To investigate these cases, users must:
- Access a different module (Moveworks Setup), which requires additional permissions not available in Analytics
- Manually search for KB article ID
- Navigate to the feedback table and filter out relevant feedback based on KB article ID
The same goes for tickets data – you can’t access underlying conversations leading to ticket creation from here
The only thing you can drill down from this view is total interactions table which does not contain any feedback related data in the table/raw data
Current set up limits the ability to quickly derive insights.
Proposed Improvement
- Enable direct drill-down functionality from Plugin Insights
- Allow users to click on the helpful or unhelpful feedback count for a given content item
- Display a filtered list of all content-related conversations with users’ feedback entries
