Knowledge base quality: test what Dri answers
For the administrator: follow how much Dri answers with the knowledge base, test a question and see why she declined.
For: Administrator · SupplierUpdated on 2026-10-09
Where to find it
In your account menu, under Dri's knowledge, Quality tab.
The same entry opens the subject's four tabs (Documents, Open questions, Conflicts and Quality) and stays highlighted while you are in any of them.
What the Quality tab shows
It answers the question "is the knowledge base worth it?" at two scales: the numbers for the last 30 days answer in aggregate, and Test a question answers for one specific question. In between is the Search sync block, which checks that everything the knowledge base knows is searchable.
The knowledge base's four numbers (last 30 days)
| card | what it tells you |
|---|---|
| Questions | how many customer questions reached the knowledge base in the period |
| Answered | the share Dri managed to answer, with "X of Y" below |
| Average time | how long she takes to answer |
| Open questions | how many topics are in the Open questions tab: "topics, not loose questions" |
Answered showing — with "no questions in the period" isn't zero: it means nobody asked anything. Tests run in this tab have no effect on these numbers.
Why she declined: what each reason calls for
Below the numbers comes Why she refused, with the count of each reason in the period:
| reason | what to do |
|---|---|
| The knowledge base has nothing on this | a document is missing: upload the material that covers the subject |
| The judge rejected the answer | the knowledge base has related material, but it didn't support what Dri was going to say; usually it's a vague passage; a more direct document helps |
Many The knowledge base has nothing on this call for a new document; many The judge rejected the answer call for rewriting what already exists with complete sentences and explicit values.
What the knowledge base is missing most
The What's most missing from the knowledge base block lists the ten most asked open questions, with how many times and by how many buyers. It's a shortcut to the agenda: answering or documenting these topics is what raises the Answered rate the most.
How to test a question against Dri's knowledge base
- In Test a question, write the question the way a customer would ("Do you deliver to Salvador?").
- Click Test. While it runs, the button shows "Checking the knowledge base…".
- Read the result: the Replied or Declined badge, the answer Dri would give, the time and how many candidate passages she evaluated.
- If she declined, the reason comes with the suggested action.
- Scroll to What Dri read to answer: these are the passages the search brought back, with each one's document, section and score.
The test runs the same path Dri uses on WhatsApp, including the checker that declines answers with no backing. It has no effect on the metrics and opens no question in the queue.
How to read the test result
- Search used: appears when Dri rewrote the question. If the rewrite lost the subject, she searched for something else. Rephrase with the product's name or the subject.
- product mentioned: the product she understood in the question.
- product sheet in place of the score: that passage came from the page of a catalog product, enriched by a technical sheet.
- Nothing was retrieved.: either the knowledge base doesn't cover the subject, or the question landed far from the way the document is written.
A decline with the right passages in the list is a wording problem (vague passage). A decline with random passages is a missing document.
⚠️ The test searches all document types. On WhatsApp, Dri filters by the type that matches the question (technical or commercial), so a document of type Other may answer here and not answer for the customer. If the test gets it right and the customer gets a decline, check the Type of the document that appeared in What Dri read to answer.
Search sync: Check and Reconcile
The Search sync block measures whether everything the knowledge base knows is reachable by search. It can fall out of date when a conflict is resolved, a document is deleted or an indexing fails midway.
- Check only measures, without changing anything.
- Reconcile measures and fixes what can be fixed, and says what it did in "Last pass: X created, Y rewritten, Z removed."
The normal result is "Search is up to date with the knowledge base." Otherwise, you see:
- Facts search can't reach: the information exists and didn't become anything searchable;
- Chunks pointing to a removed fact: the reverse: searchable with no fact behind it;
- Differences between the knowledge base and the index: what is stored and what search sees disagree.
Any number other than zero is a part of the knowledge base that isn't answering: a document can show In the base and still not be reached. If "The pass stopped at the cap — run it again to continue." appears, click Reconcile again.
When to look at the Quality tab
- after a large batch of document uploads;
- when someone says "I asked and she didn't know";
- before answering a queue question by hand: test the question here first: if Dri already answers it, the question came from an earlier version of the knowledge base.
When it goes wrong
"The lookup failed. Try again.": the test didn't complete; try again right away.
"I couldn't reach the knowledge base right now. Nothing was changed — try again.": Check or Reconcile didn't complete; the last measurement stays on screen.
"The comparison with the index could not be done": the sync measured what it could, but couldn't query the search; the numbers for that part aren't reliable until it runs again.