Explore recipe: Analyzing Knowledge Capture activity

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2 Comments

  • Madison Davis
    Zendesk Digital Resources Team

    Hey Rachel! Sorry for the delayed response. There's actually a default metric in the Knowledge Capture dataset called % Agent Engagement Rate that measures just this! It's also included on the default Knowledge Capture dashboard. You can use the Agent Name filter at the top of the dashboard to see the Engagement for individual agents. 

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  • Rachel Mooney

    is it possible to report on KC engagement per agent (compared to their assigned solved tickets)? i was hoping to add it as another column to the default "Knowledge Capture: Knowledge Capture activity by agent" query.

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