Skip to main content

Instant Answers Report

1. Overview

The Instant Answers Report provides insights into how users interact with Instant Answers channels across the platform. It helps track user engagement by showing the number of queries raised, active users, and usage trends over a selected period.
The report supports both organization-level monitoring and team-level visibility, depending on the user’s role and access.

2. When to Use

Use the Instant Answers Report when you want to:

  • Monitor overall adoption of Instant Answers across the organization

  • Understand how frequently users are raising queries

  • Track active users over time

  • Analyze usage trends by channel and time period

  • Review engagement at a team level for Managers, Trainers, and Mentors

  • Export data for analysis and review

3. Concepts

  • Instant Answers Channel
    A configured knowledge channel used by users to raise queries and receive instant responses.

  • Active Users
    Users who have raised at least one query during the selected timeline.

  • Queries
    Total number of questions raised by users in Instant Answers.

  • Average Queries per User
    Average number of queries raised per active user.

  • Company Tab
    Organization-wide view available to Admin users.

  • Team Tab
    Restricted view available only to Managers, Trainers, and Mentors for their mapped users.

  • Attribute Filters
    Filters that allow report data to be refined using user attributes such as designation, department, country, manager, trainer, mentor, etc.

4. Set Up Guide

No configuration is required to enable the Instant Answers Report.

The report becomes available automatically when:

  • Instant Answers channels are created

  • Users start interacting with those channels

  • User roles and mappings (Manager / Trainer / Mentor) are configured in User Setup

Access to Company and Team tabs is controlled by user role and mapping.

5. User View

Company Tab (Admin View)

  • Visible to Admin users

  • Shows organization-wide Instant Answers usage

  • Displays combined data across all users and channels

  • Includes:

    • User activity trend (queries vs active users)

    • Summary metrics:

      • Active Users

      • Total Queries

      • Average Queries per User

If an Admin is also assigned as a Manager, Trainer, or Mentor, the Team tab will be visible in addition to the Company tab.

Company Tab (Admin View)

  • Visible to Admin users

  • Shows organization-wide Instant Answers usage

  • Displays combined data across all users and channels

  • Includes:

    • User activity trend (queries vs active users)

    • Summary metrics:

      • Active Users

      • Total Queries

      • Average Queries per User

If an Admin is also assigned as a Manager, Trainer, or Mentor, the Team tab will be visible in addition to the Company tab.

6. Reporting

The Instant Answers Report provides the following reporting capabilities:

  • Visual trend showing:

    • Number of Queries

    • Active Users

  • Displayed over the selected timeline

Timeline-Based Analysis

Data can be viewed for:

  • This Week / Last Week

  • This Month / Last Month

  • This Quarter / Last Quarter

  • Last 6 Months

  • Last 12 Months

The report dynamically updates based on the selected timeline.

Channel-Level Analysis

  • Users can view data across:

    • All channels

    • Individual Instant Answers channels

Attribute-Based Filtering

Report data can be filtered using attributes such as:

  • Designation

  • Department

  • Country

  • State / City

  • Manager Email

  • Trainer Email

  • Mentor (Coach) Email

Multiple attributes can be applied together to refine insights.

Export

  • Reports can be exported in XLSX format

  • Exported data respects applied filters and timeline

7. Best Practices

  • Regularly monitor Instant Answers usage to assess knowledge adoption

  • Use attribute filters to understand engagement by department or role

  • Encourage Managers, Trainers, and Mentors to review the Team tab weekly

  • Track average queries per user to identify active vs underutilized teams

  • Use exported reports for monthly or quarterly reviews

8. Troubleshooting / FAQs

Q. Why can’t I see the Team tab?
Only users assigned as Manager, Trainer, or Mentor can see it.

Q. Why does the report show zero values?
No queries were raised during the selected timeline or filters.

Q. Why can’t I see certain users?
Team users can view only users mapped to them.

  • User Management Dashboard Report

  • Learning of the Day Report

  • Module Completion Reports

  • Learning Pathway Reports

  • Monthly Activity Report

10. Version Notes

Last Updated: 31 Dec 2025

 

 

 

No Comments
Back to top