I know that this app is geared towards customer facing events similar to how Pathfinder was in the past. So this might be a bit out of the scope of the EAP, but I'm curious as to if there have been considerations to how the app could help understand agent pathways as well related to ticket resolution?
For example, I'd be curious to understand if an agent on a ticket used the Knowledge Capture app to review articles. Did they click on a suggested article? Did they link it? Did they do a search for different terms? Were they relevant? Did the agent jump to another ticket, or did they go into the help center directly to start searching there (maybe navigating the taxonomy is more straight forward than our search terms indicating a need for better labeling or terms).
I can see this being a valuable knowledge coaching and workflow tool in addition to a customer context tool when you pair it with agent activity. If you go beyond ticket context and roll it up, you could start building workflow journey maps for certain ticket types indicating how agents work (do they find most knowledge through KC app or the help center, do they regularly work multiple tickets at once, etc).
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