Answer Queue (AI Answers page)

Answer Queue (AI Answers page)

The Answer Queue (available under the AI Answers tab in Admin) gives you visibility into how AnswerAssist is behaving across your community and, importantly, why it did or did not generate an answer. Use this page as your primary debugging and tuning tool.

What you can do in Answer Queue

• See whether each post was classified as a Query (question) or Non-Query
• Understand whether an AI answer was generated
• Understand whether an Expert card was shown instead
• See the confidence score for the post and compare it against your configured threshold
• See the reason when no answer was generated (e.g., “Insufficient citations”, “Not a question”)
• Confirm which models were used (embedding model / generation model)
• Filter by board, status, and date range (depending on your environment)
  
  

Key columns and how to interpret them (using the screenshot)

• Is Query (Yes/No):
• No → the post was treated as a non-question, AA will not answer.
• Yes → AA considered it a question and continued evaluation.
  
  
• AI Answer (Yes/No):
• Yes → an answer was generated and posted (available via link).
• No → AA did not post an answer (see “Reasons” + confidence/threshold).
  
  
• Expert Card (Yes/No):
• Yes → AA chose the expert-suggestion path (if enabled).
  
  
• Confidence vs Threshold:
• If confidence is below your configured threshold, AA may not post an answer.
  
  
• Reasons (common examples you may see)
• Not a question → classification outcome = non-query
• Insufficient citations → AA did not find enough eligible sources to meet the minimum citation requirement (even if it found some relevant content)
  
  

How to use Answer Queue to tune your settings

• If you see many “Not a question” rows for posts you expect AA to answer, try:
• Using clearer question phrasing in the title/body
• validating which post patterns in your community are being treated as engagement posts vs questions.
  
  
• If you see many “Insufficient citations” rows:
• confirm your intended sources are included in Reference Boards and CLM ingestion is complete
• consider lowering Minimum Number of Citations temporarily
• adjust Post Relevance Threshold if citations are being filtered out too aggressively.

Tip: When troubleshooting a specific missed answer, the Answer Queue is the fastest way to confirm whether the root cause was: classification (query vs non-query), thresholds (confidence/relevance), or citation availability.