This release updates Insight capabilities for Absorb Aura, adding Topics and Content Gaps to the Aura Chats report and three new Aura Widgets to the Admin Hub.
This release gives Admins greater insight into how Users interact with Absorb Aura. Aura now sorts conversations into Topics and identifies Content Gaps, highlighting the subjects Users ask about most and the requests Aura could not answer from available LMS content. Admins can review this data in the Aura Chats report and track trends over time with new Widgets in the Admin Hub.
Explore this exciting new feature in Absorb Academy! Learn how to leverage Topics and Content Gaps for greater insight into how Users engage with Aura in your Portal!
Who's affected: Admins with access to the Aura Chats report and Aura Widgets in Portals with Absorb Aura enabled.
Default state: Enabled by default for the System Admin and default Admin Roles once released. System Admins also have access to chat log exports by default.
Admin control: Custom Roles can be configured to include the Aura Chats permissions. Admins can only see data from other Admins within their Department scope, including Admin Assist data in Aura Chats Widgets.
New features rolling out to Absorb Aura this release include Topics and Content Gaps. These features help Admins understand what Users ask Aura about and where Aura could not find content to answer.
Topics in the Aura Chats Report and Admin Widgets
Aura now automatically assigns up to three Topics to each conversation based on its content. Conversations that took place before this release are not assigned Topics.
- The Aura Chats report includes a new Topics column, displayed by default.
- The new Topics filter narrows the report to conversations assigned one or more selected Topics. The list of Topics is dynamic and can change as new conversations occur.
- Exported chat logs now include each conversation's topics.
- The new Topic distribution Widget displays the most frequent topics in Aura chats, with the top 10 topics displayed in a pie chart and all other topics grouped as Other.
- The new Topic trends Widget displays how often the top 10 topics appear in Aura chats over time.
More information can be found in the Aura Chats Report and Widgets in the Admin Hub articles.
Content Gaps in Aura Chats Report and Admin Widgets
Aura now identifies Content Gaps, which occur when Aura cannot find information on requested LMS content, such as a Course or resource. Content Gaps are identified across the full Aura Chats report, including conversations that took place before this release.
- The Aura Chats report includes a new Content Gaps column, displayed by default.
- The new Content Gaps filter narrows the report to conversations with or without content gaps. The filter offers Yes or No, and only one option can be selected.
- Exported chat logs include a Content Gap column. A value of N/A in the exported file corresponds to No in the Aura Chats report.
- The new Content gaps Widget displays the number of Aura chat messages where Aura could not find content to answer a request.
More information can be found in the Aura Chats Report and Widgets in the Admin Hub articles.
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