Hi,
We have close to 200 canned responses. Our customer service agents find the /c functionality more efficient to use than the icon + de the pop up. To make the /c even more efficient for searching I have 2 idea's:
- To return search results on all search attempts and in all folders, like searching in Google so that the order of keywords or folders doesn't matter.
Currently the /c first returns the best matches with you 'recently used’ folder and second it matches the rest of the folders. Also it returns the best matches if you do an exact search but that would require all agents to know the titles of all canned responses by heart.
- To add an option to click 'see all’ if your search matches more than 4 results.
We have some keywords that return in several titles, for example if it's for the Retail team the title starts with 'Retail - ’. We have more than 4 canned responses so if an agent isn't sure there is a canned response and only types 'retail’ the /c will only return 4 responses.
Looking forward to a response.
Kim
