Data about the use of templates

  • 28 February 2023
  • 2 replies

Userlevel 1

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!


Best answer by Jebas 1 March 2023, 06:12

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Userlevel 2
Badge +6

Hey @pedrolunardi ,

Greetings from Freshworks Community!

When you say Predefined Answers, Are you referring to Canned Responses?

If yes, Yesterday we released a new update for Canned responses, now there is a new report for Canned response usage:

You can find this report under “Analytics”. Please note that this is available only from the “Pro” plan and above.

Jebas D.

Userlevel 1

Hey Jebas! Thank you very much.

Man, what incredible timing, hahaha.

That's right. As I use it in portuguese version, the closest translation here would be "predefined answers" or just "macros". This report already opens up many opportunities for us to have more data on this and to improve.

Best Regards.