Hello,
We are working to retrieve stats on KM articles used by a CSR while he/she is on a particular journey from 360 screen. I.e. we would like to know if there is any OOB option to know in which journey i.e. Service case, does CSR is looking for KM help.
This data needs to be reliable and can help training department to focus on the areas where the article lookup is high.
@ThrinathJ17184696Pega Knowledge includes standard reports and search result metrics that can help you track KM article usage by CSRs during service cases. You can also create custom reports for more specific data needs.
This is a GenAI-powered tool. All generated answers require validation against the provided references.
Pega Knowledge features > Reporting and analytics
Adding KM Inquiries to List of Interaction History/Customer Timeline