Tracking VA initiated incident and requests

[shane_faber]

Creating an incident from within a VA topic, will create the incident with a contact type of "Virtual Agent". However, if you display a link in a topic, to a catalog item that creates an incident (I've had several customers use a catalog item like this that asks a few questions to help categorize the incident it is going to create), you'll never know that it was initiated by  the Virtual Agent. Is this still the case? or has someone figured out a way to track these VA initiated incidents and requests? 

[Muralidharan BS]

Hi Shane, 

The contact type is not set to Virtual Agent when searched and ordered but you can add simple record step at the end of the topic to set the contact type to "Virtual Agent" for RITMs.

add a lookup, 

Update RITM

Thanks

[shane_faber]

Thanks for the response. I think your suggestion does address the use case where the VA user searches for and orders a catalog item from within the Virtual Agent itself. I'm asking something a little different.

Within the Virtual Agent, the VA user clicks on a link to a catalog item that creates an incident. At this point, the VA user is now outside the Virtual Agent looking at the catalog item/record producer that the link opened. The user answers a few questions about the nature of their issue and the incident gets created. As for the Virtual Agent, it presented the link and asks "Is there anything else I can help with?"

What I'm looking for, from a reporting perspective, is the ability to look at new incidents and tell how many started out with a user clicking on a link in a VA conversation. Thanks for your input and ideas.