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No results in keyword report when search is performed in BUI?

Received Response
edited Jun 30, 2022 8:38AM in Reporting & Analytics for B2C Service 2 comments


We're using the Browser User Interface and are looking to improve our knowledge base.

Naturally, it's important to know which keywords agents are using, when searching the knowledge base. The searches are being done from the incident editor (the knowledge panel - see screenshot).

But for some reason, the keywords don't appear when checking the keywords report (id 15).

This works brilliantly when using the old .net version (Agent Console), but for some reason, this doesn't seem to work in BUI.

Any idea if this is possible to capture?

Bonus info: I am able to see all answers used by agents (report id 172) through the knowledge panel on the incident editor in BUI so it seems weird if only some of the tracking options are available in BUI.

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