Darunter läuft eine Liste der jüngsten Gespräche mit der ersten Frage und der Antwortzeit. Ein Klick öffnet das vollständige Gespräch.Über Rauschen ausblenden verschwinden sehr kurze Gespräche ohne echte Frage — etwa wenn jemand das Fenster nur geöffnet hat.
Die Gesprächsliste ist wertvoller als jede Kennzahl. Lesen Sie einmal pro Woche zehn echte Gespräche und achten Sie auf:
Fragen ohne gute Antwort — daraus wird ein neuer Wissenseintrag
Abbrüche nach der ersten Antwort — meist ist die Antwort zu lang oder geht am Anliegen vorbei
Wiederkehrende Themen, die keine Schnellantwort haben — daraus wird eine neue Karte
Erfundene Angaben — Preise oder Termine, die nirgends hinterlegt sind. Dann fehlt eine Regel in den Anweisungen
Die Antwortzeit in der Liste verrät, wie viele Werkzeuge der Agent aufgerufen hat. Springt sie regelmäßig über zehn Sekunden, sucht er meist mehrfach hintereinander — ein Hinweis darauf, dass die Suchbegriffe oder das Wissen nicht passen.
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