We create and use daily many Chat Shortcuts depending of the campaign we have.
I wanted to see the IDL chat shortcuts that never been used or barely to eliminate them before my peak season to make our live chat agent's life much easier.
I am referring to shortcuts in Chat.
My question: is there a way to see what shortcuts in our chat account that has been never used? or barely been used?
I know that you do not have a report pertaining to usage of shortcuts in chats but I am sure this could be actually a good idea for a feature request.
I tried to use the tags as my shortcuts are all connected with tags and actually export a report of chat details and then filter the report using the tags to identify which ones have been used the most, but it's not an option for me because I don't get a full overview of a whole year of chat activity.
Hope this could be developed someday,
have a good day,
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