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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.
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.
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