Article Incident Link
You may need some insight on how agents are using the articles in the knowledge base. The number of incidents (service requests) linked to an article indicates its value to agents; one or more incident links indicates that an article is effective in providing solutions to customers.
This report lists the articles that agents have linked to incidents most frequently, and is sorted by the Incident Link Count column.
| Column | Description |
|---|---|
Answer ID |
The answer identifier. |
Doc ID |
The document identifier. |
Summary |
The article title. |
Views |
The number of times agents looked at the article. |
Incident Link Count |
The number of times agents provided an article as an answer by either appending the answer text or a link to the answer to an incident. |