We have three contact reasons/dispositons we are reporting on and we want to track the use of shortcuts against these 3 specific reasons.
For example: If the disposition is Add a Passenger then we have multiple shortcuts to assist with these type of queries. Sometimes, up to 3 - 4 shortcuts including the greeting and close.
We want to report on how many times a shortcut is used (regardless of which shortcut) against how many times we’ve marked a conversation as this reason.
The custom reporting doesn’t let us add in a filter by disposition when we are tracking on messages sent and shortcuts is set. Does anyone have any ideas?
Best answer by danielle.tisoView original