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Questions avoided by intervention — Cloud Customer Connect
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Questions avoided by intervention

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edited Jun 8, 2022 8:35AM in Agent Desktop 1 comment

Summary

how do I interpret this report

Content

Hi, I need to justify our knowledge bank and I'm trying to ascertain how many Service Requests are not raised because the answer was on the Knowledge bank. I have the Questions avoided by intervention report but I'm finding it tricky to interpret. I know if I hover over the headings it gives more detail but its not really helping me. Is there any documentation that provides more information on how to interpret the stats please? A cursory glance shows an answer effectiveness ranging between 70% and 100% and self service rate between 90% and 99% which seem to be

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