See what was asked, what was answered, and what was not
Reports show usage, satisfaction, and unanswered questions by college and assistant. Every headline number opens the list behind it, so staff can act on the numbers instead of reading a chart alone.
Headline numbers by college and assistant with date range shown
Choose a college workspace or the system view. Choose an assistant, a channel, and a date range. The screen states the date range and the college local time.
What the screen shows
- Active askers per day and month, questions asked, and peak times
- Answered share, hand-offs by office, and satisfaction score
- One workspace per college. System view aggregates colleges and never mixes student writing across colleges
- Test and staff preview sessions are excluded and labelled as excluded
Answered, handed off, and not answered counts with reasons
Counts without a source citation are not counted as answered. Reasons show whether a gap is by design or a gap to fix.
Answered
The question was answered only from approved sources. The answer lists its sources with links.
Handed off
The question was handed to the named office. The reason is recorded, such as no approved source found, office-only task, or the person asked for a person.
Not answered
No approved source covered the question. The screen said so plainly and offered the handoff office. The question is listed for staff follow-up.
Satisfaction and helpful ratings with the count behind each rate
Each answer can be rated helpful or not helpful, with an optional comment. A short satisfaction question can be asked at the end of a chat.
How to read a rate
- Helpful rate shows helpful votes and not helpful votes
- Average satisfaction shows the count of ratings behind it
- Comments are listed beside the answer and can be opened by staff
- A low rating opens the answer for source review. It does not delete the record
What staff do next
Open the list behind a low rating. Read the question, the answer, and its sources. Fix the source or the wording, or retire the answer if it cannot be fixed.
Reading full question text needs a separate permission and is audit logged.
Unanswered themes grouped for assignment to an owner
Similar unanswered questions are grouped into themes. Staff rename, merge, or split themes and confirm which assistant or source should cover each theme.
Assign work
Filter by theme, assistant, and owner. Assign an owner office and a due date. Add a team comment and record the action taken.
Close the gap
A question is marked resolved only by linking the approved source or assistant change that now covers it. Not in scope stays visible with a reason. Staff re-check the count in the next period before marking it resolved.
Follow the work unanswered guide each week.
Exports and scheduled summaries with permissions
Authorized staff can take the numbers with them. Exports use the same filters as the screen and are audit logged.
Download a report
Choose a report, a college, an assistant, and a date range. Preview the row count, then download a file in a standard format.
Schedule a summary
Choose weekly or monthly delivery and the recipient list. Summaries contain counts and themes only, not full question text.
Permissions
Exports need the export permission. Reading full question text needs a separate detail permission. Files never include student identifiers by default.
Follow the read reports guide to open the list behind any number. Request a demo to see reports for your college and assistant, or sign in to open your reports.
Act on the numbers each week
Open a headline number, read the questions behind it, assign an owner, and check the count next period.