Release notes

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October 31, 2024

New Article and Actions Reporting in Ada!

  1. New Knowledge Usage Report - will help you understand which articles are most frequently used by Ada, and which articles are correlated with high or low Automated Resolution Rates.

  2. New Actions Usage Report - gives you visibility into how often Ada is performing each action, and highlights errors with full log download functionality - allowing your team to troubleshoot effectively.

  3. New Knowledge and Action Filters in Conversation View: New filtering capabilities allow users to drill into conversations where specific knowledge articles or actions were referenced, giving deeper insights to inform an effective feedback loop.

  4. Topics Reporting Enhancements: Enables users to drill down from high-level topic performance data to see top utilized articles and actions in conversations classified under the same topic. This visibility greatly enhances the improvement loop by providing direction on what optimizations to focus on to improve performance for a given topic.

Note: Historical data will go back as far as Oct 1st, 2024.