The Answer Usage by Agent report can help understand which of your Agents are effectively using Answers to help your Customers.
Key Concepts and Definitions
These are concepts and definitions you should be aware of to understand this report:
- Answers are knowledgebase content that Agents use to quickly relay information to Customers. It is also accessible to Customers for self-service through Glad App and the Help Center.
- Agents are the front line of your Customer Support Center. They handle Conversations and their Contacts and can be assigned to multiple Inboxes.
Understand the basics #
When to use the Answer Usage by Agent report #
Use the Answer Usage by Agent report if you have questions around:
- Which of our Agents are using Answers the most?
- Are there Agents not using or infrequently using Answers?
- Are certain Answers used more over time?
How often to view the report #
Review this report monthly to gain valuable and actionable insights.
Metrics used for the Answer Usage by Agent report #
Review the definition of each metric and how it’s used to calculate data. These are fields you’ll see in the CSV download.
| Metric | Description |
| Agent | Name of the Agent. |
| Agent Email | Email address of the Agent. |
| Number of Clicks | Number of times the Answer is used measured by a user click. |
Take action #
Once you understand the report, you can take action and make improvements.
Agents Using the Most Answers #
If you notice that there are Agents using Answers the most, that is great news! It means they are following procedures, but it also ensures they are always sharing the correct information with your Customers.
- Make sure that your Agents are using Answers correctly. This could also be accomplished during a QA session.
- Look into your Answers list and make sure all Answers are still relevant.
Agents Using the Least Answers #
If you notice that certain Agents are not using Answers, think about the following points:
- Are those Agents more experienced? More experienced Agents could be less likely to use Answers.
- Are you fine with some Agents deviating from the standard Answer script as long as they are providing correct information? If yes, make sure that the information Agents are sharing is the same information being shared by others.
- Are your current Answers valuable and informative? Agents are less likely to use Answers if they are not helpful. Make sure your Answers are current.
- Are Agents storing their own Answers in a separate repository? Make sure that Agents are storing and sharing information within the Answers knowledgebase.
Good to know #
- This report can also be generated via API. See our developer guide
for more details. - CSV download of this report is limited to 1 million rows.
- Listed below are related reports we recommend you use alongside this report:
- Answer Usage
- Quick Action Usage
- Glad App Answer Usage
