We're looking into implementing Knowledge Centered Service and I want to start measuring activity already now to establish a baseline.
First I want the ratio between New vs Known tickets:
New = A ticket has been solved with a new created and linked article with the KC app
Known = A ticket has been solved with an existing article that was found and linked with the KC app (the article was not created
I also want to measure "Unknown"
Unknown = A ticket has been solved without an article being created or linked
I tried different custom metrics but I'm not getting the results I want.
Any help is much appreciated!
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