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Escalations on URL Answers

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edited Jul 25, 2018 8:16PM in Customer Portal

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Hi everyone,

 

I searched but was unable to find any information related to this topic.

 

We have a few URL answers on our customer portal that link directly to pages on our website. Once a customer clicks on that answer title, they leave the customer portal, and are never taken to an actual answer.

 

However, when I run the Answer Effectiveness report, report ID 206, the URL answers show escalations, which the report defines as “the percentage of visits that confirmed a question or requested a chat during the visit.”

 

Does anyone know how an escalation would occur with a URL answer?

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