Knowledge viewed with Virtual Agent

[rhutch]

Hello, 

Are numbers captured for how many times a knowledge article is viewed from Virtual Agent, i. e. where a knowledge article is presented to a user through VA and they click on it? I have not been able to report on this for our Virtual Agent reporting. 

[Mireia Sanchez]

Hi, all

Did anybody find a solution for this? 

How can we differentiate if knowledge was viewed directly from the selfservice portal or if it was clicked/selected in the VA and then the user clicked on "show more"

The info is captured in the interaction transcript (we can also see if the user selected "I'm all set" after selecting an article, but I don't find a way to link this data into the Analytics Dashboard of the VA.

Thanks!