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

1. NoOpen configurationthe ismain requirednavigation menu from the homepage.

2. Navigate to enablethe Reports section.

3. Click on Instant Answers Report.

4. View the list of all configured Instant Answers Report.channels displayed in the report.

5. TheSelect reporta becomestime availablerange automaticallysuch when:as:

   • InstantThis Answers channels are createdweek

   • UsersLast start interacting with those channelsweek

   • UserThis 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 usersmonth

   • ShowsLast organization-wide Instant Answers usagemonth

   • DisplaysThis combined data across all users and channelsquarter

   • Includes:

     Last

     • User activity trend (queries vs active users)quarter

     • SummaryLast metrics:

       six

       • Active Usersmonths

       • TotalLast Queries

         12

       • 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:

   User Activity Trends

   • Visual trend showing:

     • Number of Queries

     • Active Usersmonths

   • Displayed overReview the selecteddashboard timeline
     

     data

   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 updatesupdated based on the selected timeline.

   time

   Channel-Level Analysis

   • Users can view data across:

     • All channelsrange.

     • IndividualClick InstantAttribute AnswersFilter channels
       

       to
     refine
     the

   Attribute-Based Filtering

   Report data can be filteredreport using user attributes such as:

   • Designation

   • Department

   • Country

   • StateCoach /email

     City

   • Trainer email

   • Manager Emailemail

   • Trainer EmailState

   • Mentor (Coach) Email
     City

6. MultipleSelect attributesthe required attribute values and apply the filter to update the dashboard.

7. Click Export to download the filtered report as an Excel file.

5. User View

Admins can see only the Company tab by default, which displays Instant Answers usage across all users and channels.
If an admin is also assigned as a manager, trainer, or mentor, they can additionally see the Team tab.
Managers, trainers, and mentors see the Team tab, which displays the same report layout but restricted to their mapped users only.

6. Reporting

• The Instant Answers Report displays:

  • User activity across Instant Answers channels

  • Number of queries raised

  • Count of active users

• Data can be appliedfiltered togetherby totime refinerange insights.and user attributes.

  Export

  • Reports can be exporteddownloaded inas XLSXExcel formatfiles for offline review or sharing.

  • ExportedThe datareport respectsis appliedaccessed filtersvia andReports timeline
    → Instant Answers Report.

  7. Best Practices

  • RegularlyApply monitorattribute Instantfilters Answersto analyze usage toby assessdepartment knowledgeor adoptionrole.

  • Use attributelonger filterstime toranges understand(last engagement by departmentquarter or rolelast 12 months) for trend analysis.

  • EncourageExport Managers,reports Trainers,regularly andif Mentorshistorical tocomparison reviewis the Team tab weeklyrequired.

  • TrackReview averageboth queriesquery percount userand active users together to identifyunderstand activetrue vs underutilized teams

  • Use exported reports for monthly or quarterly reviewsengagement.

  8. TroubleshootingRelated Links / FAQs

  • Q.Related: WhyUser can’tManagement IDashboard seeReport

  • Related: Learning of the Day Report

  FAQ
  Who can view the Team tab?
  Only users assigned as Manager,managers, Trainer,trainers, 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 usersmentors can view onlythe usersTeam mapped to them.tab.

  9. Related Links

  • 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