Mike Landsman

This has been a frustrating experience as the Knowledge Capture Reporting not only picks up the activity of the Agent linking the article to the Ticket but ANY OTHER links in the Ticket including but not limited to links to your self-service site someone might have in their signature, or sending a User a password reset link to assist them, just to name a few. My Knowledge Capture data is skewed - potential by a factor of 3!

I boasted to Senior Management about implementing this Tool. When they asked me how's it going, I can only respond... "I have no idea and no reports I can share with you". Not a good look for me and my Team.

 

Anyone out there have any suggestions to overcome this??