solved count

The method for determining where an answer will display in the list of answers. The most useful answers (those with the highest solved count) are pushed to the top of the list, while those with the lowest ratings are moved down on the list. When a customer clicks one of the options in “Is this answer helpful?” on the answer details page, it directly affects the solved count. The solved count is increased for answers that are viewed, and the last answer viewed has a higher solved count than answers viewed earlier in the same web visit. The solved count is also increased when an agent uses a SmartAssistant suggested answer when responding to a customer’s question. By default, customer influence on an answer’s ranking accounts for 75 percent of an answer’s score, and agents affect 25 percent. Over time, an answer’s solved count gradually declines as it is viewed less frequently.