Is there a way to separate Links added to tickets via Macro from those linked from Knowledge Capture/Agent Workspace Knowledge?
Use Case: Every month, we report the # of tickets that had KM links in them. We calculate the link rate for a support agent as the following:
Link rate = #Closed tickets with KB / #Closed tickets (for that month)
For agents who use the macros to link articles, their link rate is enormously high compared to those agents who don't use the macro and only link specific articles that help with that issue. We need to separate out the methods of linking in the metrics:
- tickets with links from macros
- tickets with links from Knowledge capture
- tickets with links from the Agent Workspace Knowledge (option)
Can this be done?
Please sign in to leave a comment.