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customer ask us if there is a feature to have an agregation or counting how often an agent used specific Canned Responses for answering their emails over Genesys Cloud.
Background is that they want to find out which Canned Responses are really used and which not. They want to delete them which are not really used because they have many of them and to administrate everything is a mess for them.
Is there such a similar feature already? As far as I know I don't hink so, bu want to post this as question here.
Thank you and best regards,
Not for canned responses, but if you convert over to using Knowledge Articles (knowledge searching is free in Genesys Cloud), you have complete visibility to usage as well as agent feedback. The new Knowledge Optimizer is really good. Searching for knowledge is easier and better than canned responses and there isn't any added costs to use articles. Actually, Agent Assist knowledge searching will search both articles and canned responses, so you can make an easy transition.
thank you for that hint.
But when I want to migrate the current Canned Responses to a Knowledge Base I see the following issue. All Canned Responses are currently build in HTML format because all of them are used as answer template for customer email messages. Means when agent want to answer an email he picks on of the Canned Responses and created an answer email in HTML format.
I don't see such a feature in the Knowledge Base article. I can't use HTML format there for an article. And there is currently no substitution logic in such an article like in a Canned Response template. So unfortunately a easy migration to Knowledge Base articles is not possible in our Case.
Or what do you think?
Bye the way found an idea for this: Canned responses in reporting and | Genesys Cloud Ideas Portal (aha.io)
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