Agent Suggestion Frequency

This report measures the number of times an agent uses the Suggest Knowledge feature in IQ and the approval rate (number of times those suggestions are approved).

Use this report to measure which agents are submitting solutions to the knowledge base, how frequently they submit solutions, and how successful they are in having their solutions approved. You can use these reports to motivate agents to submit solutions to the knowledge base.

Scroll down to view a description of the results of the report.

DB View

This report maps to this DB View: KV_CCAgentSuggestFrequencyView.

Output

Output Format

To change the output format, select the Advanced Run icon . The output formats are DHTML, HTML, Applet, PDF, text, Excel, PS (PostScript), RTF, and XML.

Enter Parameter Values

Find Criteria

All

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Date range

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• Today

• This Week

• This Month

• This Year

• Yesterday

• Last Week

• Last Month

• Last Year

Fields

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User in

Select the user's queue from the drop-down list.

Name

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Date Predefined Range

Select the date range you want to search from the menu. The choices are:

• Today

• This Week

• This Month

• This Year

• Yesterday

• Last Week

• Last Month

• Last Year

Date Value Range

Enter the date range you want to report to cover.

• Beginning Date – Type the start date of the period you want the report to cover. The format is MM/DD/YYYY.

• Ending Date – Type the end date of the period you want the report to cover. The format is MM/DD/YYYY.

Report results