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Understanding Trends from Threads

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edited Dec 12, 2016 7:23PM in Reporting & Analytics for B2C Service 1 comment

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This holiday season I have been busy trying to find issues based on what customers are emailing and chatting with us about. I been successful in the sense that after I read a lot of incidents I can find similar incidents of the same problem type (using incidents.search_thread). Is anyone doing this with any sort of automation or reporting scripts?

Ideally, I would love to build a word cloud that shows me trends in what incidents are about.

Does anyone do any analysis on threads?

-Michael

Version

16.5

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