Remove "Thank you" emails from Metrics
Does anyone have a good workaround to see how many emails your teams are sending that may simply say "thanks". "thank you", etc? We calculate a metric as agent comments. but I am trying to identify if someone has more comments simply due to being thankful. Is there someone who has successfully identified this in Explore? Could also be how to remove an email with less than a certain amount of characters containing keywords.
Please help if you can!
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Hi Thomas,
Though it is possible to count the number of replies, it is not possible to report on the contents of the replies. Explore doesn't capture the content of the ticket comments like "thanks" or "thank you" thus making it impossible to exclude it from the comment count.
Thank you.
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Thank you
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