Successful Intents

When a customer asks a question on a customer portal, the application may return defined intents among the list of answers. An intent is a dictionary object that represents a set of related questions that are inked to articles that provide an answer.

You can analyze how customers are using the intents and how successful the intents are in answering their questions. Use this report to analyze how customers are using intent responses and how successful the intents were in answering their questions. An intent is considered successful when customers selects one or more of its responses; the more responses customers clicked, the more successful the intent.

This report is sorted by the values in the Success Rate column. You can click the Sort arrow in this column to display the least successful intents.

Successful Intents Report Columns

Column	Description
Intent Response	A collection of answers that are predefined for the intent. You can create and manage intent responses as single entities. Intent Responses can be assigned to one or more specified Intents.
Success Rate	The success of the intent. It is a ratio of the Click-thru Count value and the Display Count value.
Click-thru Count	The number of times users clicked the Intent Response.
Display Count	The number of questions that triggered the intent response.
Intent	The name of the intent that triggered the Intent Response.