Hey guys. All good?
I did a search and couldn't find it, sorry if I'm asking something that has already been discussed.
Currently, we have a problem with agent engagement regarding the use of predefined answers. At the same time, fresh does not provide any kind of metrics regarding templates.
Does anyone here know of a way to measure predefined answers usage?
If only this was in the "show activity" reports, we could map it to quality monitoring. However, we don't have any log of that record.
If anyone knows anything about this or any stopgap measures, that would be really great!
