Reporting on Solution articles used by agents
We are trying to determine how many of our agents are using solution articles in their correspondence with requestors. Does not seem like this information is available.
I think it would be extremely useful to see metrics on how many times a solution article is embedded or linked to an agents reply.
2 people like this idea
Definitely a great idea and one that I would use. I try to encourage my team to answer all customer-related queries with an article, but no way to track this at the moment.
@Sean @Charlie - Our team is working on the possibilities and the efforts involved in bringing the statistics of the solution articles usage as well on our Analytics platform in the near future. You could follow us here to hear more from us.