User Manual

Canned Answers

The complete usage percentage of the canned answers added can be known based on skills and operators. The report also depicts the percentage of canned responses edited before use.

To view Canned Answers, go to Reports > Chat Reports > Canned Answers and the following screen appears-

 

Screen Elements-

                                      Screen Elements

                                             Description

From

Enter starting date and time to generate a report

To

Enter end date and time to generate a report

Timezone

Select a particular timezone from the dropdown box

Skill

Select one, multiple, or all skills from the dropdown box.

  • To select all the skills, select the All Skills checkbox from the drop down list, then all the skills in the drop down will also be selected.

  • To select specific skills, select the checkbox of that skill.

  • To select all the skills of one campaign, then select the checkbox of the campaign.

Filter

 Select the desired option to view the Report:

  • My Team: To view team-specific Canned Answers Report, select My Team radio button under Filter. This will display the Available Operators list with the names of the configured team members of the supervisor. To view this report of a specific team member, select or search the name of that member from the Available Operators list.
  • Admin: To view Canned Answers Report of all the users, select Admin radio button under Filter. The system will display the Available Operators list with names of all the members.

Available Operators

Type a name in the filter to get a selected operator from the list of available operators

Selected Operators

Select one or all operators using Single select 1 or Single select buttons respectively

Click Submit button after making entries in the fields.

Based on the Filter selection – My Team or Admin option, the following report will be displayed on the same console.

Canned Answers 3

The above screen shows canned answers by category while the user can view canned answers by skill in the same report as shown below-

 

Viewing the report with multiple skills-

An admin has the option to view the report with multiple skills. To do so, an admin can select two or more skills from the Skills dropdown field. This is as shown below

 

Click  to expand and view the description of each category and the list will be displayed in the following format-

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