Hi Sandra,
What Gareth says is true, on calls, if you don't have a third party you're out, but on emails what I made is when creating the canned response, down the signature, in white I put a keyword, for example, "CannedResponse", this way, thanks to the connectivity via API with Looker, I have data on wich canned response we use more or if an agent is not using etc...
Don't know if it will helps, but you can contact me anytime!
Best!
Joan
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Joan Riera
Real-Time Analyst & WorkForce
Stayforlong
jsagales@stayforlong.com------------------------------
Original Message:
Sent: 04-12-2021 09:20
From: Sandra Kakasova
Subject: Canned responses usage
Hello,
is there any way how to report usage of the Canned responses? Eg. which user uses them the most or which one is the most used?
Thanks :)
#Reporting/Analytics
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Sandra Kakasova
IKEA Ceska Republika
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