It would be very helpful if it would be possible to monitor the agent activity regarding the usage of the 'Knowledge Base Search' - App.
Metrics we would be interested in:
- number of inserted links to the helpcenter, that an agent sents to customers while chatting
- amount / type of sent help center articles to the customer
In general the 'Knowledge Base Search' -App should exhibit similar reporting functionalities as the 'Knowledge Capture' app