Linking accuracy
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‎06-20-2024 12:39 AM
What are some of the best practices or service now reports on checking linking accuracy. Currently we have a manual process where a sample of tickets are reviewed and based on the review either the agent is trained, or KM team is contacted for new issues. I am looking for some suggestions/best practices to improve this process as it's a crucial metric to ensure right knowledge is used during ticket handling.
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‎06-20-2024 12:42 AM