Solution

Solution Page Overview & Usage

The Solution Page is a key resource for tracking solution performance on the platform. It provides insights into success, failure, and exit rates, helping measure effectiveness and optimize user experience.

1. What Information is Available in This Section?

This section includes essential solution performance metrics:

• Total Run Count – Number of times solutions were executed within the selected date range.
• Query Resolved Count – Number of queries successfully addressed when users select “Yes” at the final step.
• Total Failure Count – Tracks instances where users select “No”, indicating the solution did not resolve their query.
• Total Exit Count – The number of times users exited without completing all steps or providing feedback.
• Solution Analytics Graph – A visual representation of performance metrics (Run, Success, Failure, Exit) within the selected date range.
• Solution Analytics Table – Displays detailed solution performance data, including an option to download analytics as an Excel file.

2. What is Total Run and Query Resolved?

• Total Run – The total number of times a solution was executed within the selected date range, showing its usage frequency.
• Query Resolved – The count of successful resolutions, recorded when users select “Yes” at the final step: “Did we resolve your query?”

3. What is the Difference Between Total Failure and Total Exit?

• Total Failure – The number of times users selected “No”, indicating the solution did not resolve their query. This reflects dissatisfaction with the solution.
• Total Exit – The number of times users left the process without completing all steps or providing feedback. This may happen for various reasons, such as finding the solution elsewhere.

4. How to Change the Date Range?

To modify the date range:

1. Navigate to the Solution Analytics page.
2. Locate the date range selector at the top.
3. Click the date range field to open the calendar.
4. Select the start date and end date.
5. Click Apply to update the data.

5. How Many Solutions Are Available in Total?

To view the total number of active solutions:

1. Go to Content Management.
2. Click the Solutions category.
3. On the Solution Management Page, view the table listing all available solutions.

6. Can I Add a New Solution?

Yes, to add a new solution:

1. Navigate to Content Management.
2. Go to the Solutions category.
3. On the Solution Management Page, click +Solution (top-right).
4. Fill in the required details.
5. Submit to add the new solution.

7. How Can I Remove a Solution?

To edit or delete a solution:

1. Navigate to Content Management.
2. Go to the Solutions category.
3. On the Solution Management Page, find the list of solutions.
4. Use the Edit option to modify a solution.
5. Use the Delete option to remove it.