Viewing Answer Explanations

You can view how Actions calculates answers to your data questions. The Answer Explanation feature provides a clear summary of the logic behind each response in the conversational panel, so you see the reasoning behind every answer — not just the result.

View Answer Explanation

To view answer explanation, do the following:

1. Ask a question in the Conversational Panel.

2. Review the result on the response card.

3. Click Show Answer Explanation. The explanation appears below the answer and describes how Actions calculated the result. The explanation includes the:

   • Metric used: What Actions measured, such as total handled calls or Average Handle Time (AHT Average Handle Time is the average amount of time an agent spent handling an interaction.).

   • Data source: The data source used to generate the answer.

   • Filters applied: Filters used to generate the answer, such as date range, skill, team, or agent.

   • Time period: The time range used for calculating the generated answer.

   • Calculation logic: How the result was calculated, including counting, grouping, or aggregation.

   • Interpretation: How Actions interpreted the question, including assumptions or channels used.

4. To close the explanation, click Hide Answer Explanation.

   • The explanation is shown only when you open it from the response card.

   • If you refresh the page, the explanation returns to its default closed state.

Use case

Mark is an operations manager. He wants to understand how Actions calculated the “Top 10 skills that handled the most contacts last week.” He clicks Show Answer Explanation to review the filters, time range, and calculation logic used in generating the response. This helps him verify the results before sharing the insight with his team.

Example

Question:

“Show me how many calls were handled by team ‘Jennings_Team’ last month and what was the AHT?”

Result:

The response card displays the total number of handled calls and the average handle time.

Answer Explanation:

When you click Show Answer Explanation, Actions displays a summary such as:

“This result shows the total number of handled calls and the average handle time for the Jennings_Team during last month. It uses agent contact data for phone call interactions only. The answer includes contacts assigned to the Jennings_Team and limits results to the previous calendar month. Actions counts each handled contact once and calculates the average handle time across those contacts.”