We are planning to roll out the Knowledge Capture app, but, I have discovered a problem with the reporting (see discussion on the Knowledge Capture Analytics article, https://support.zendesk.com/hc/en-us/articles/115004881807/comments/360001535154)
You are counting ALL insertion of article links in tickets as "Knowledge Capture Activity" in your Insights/Explore reporting regardless of whether they were inserted using the Knowledge Capture app, manually via copy and paste, or automatically (via macros for example).
This is very misleading and is overstating not only link reporting, but, is inflating the stats of the reporting as a whole as the link actions are no doubt part of all the other higher level "Knowledge Capture" data (such as agent engagement).
Reporting on links is great and I don't want to discourage that at all, I just want to have reporting which actually ties to the usage of the app with the same name.
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