Is there a way to add the email address of the solver and/or the suggested answerer in the Interactions Report?

rfritz 1 month ago

Hello analytics experts!

Does anyone know if there is a way to add an email address column to the Interactions Report?

I am specifically looking for the "solver" of questions -- "Verified Answer" and the responder to -- "Suggested Answer" questions in the Activity Type column.

(I.E. the member PROVIDING the answer or suggested answer)

I would like to filter on employees and non-employees and segment them.

Otherwise, I would need to manually look at each question in the URL column. Look at the verified or suggested reply and the member to see if they are an employee or not.

Thanks!

Bob.

0 Sara Collins 14 days ago

Hi rfritz

This isn’t something that can be done out of the box today. The Interactions Report doesn’t currently support adding an email address column for the member who provided a Verified Answer or Suggested Answer.

You may want to open a ticket with Verint Support to confirm whether there’s any workaround or roadmap item related to this, as they’d be best positioned to clarify what’s possible with reporting in this area.

As it stands, manually reviewing the question and corresponding answer (as you described) is the only reliable way to determine whether the responder is an employee or non-employee.

Hopefully support can provide additional insight or alternatives.
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