Hello, I'm new to Zendesk and KCA and have a question regarding the "Agent Engagement" metric. This article states that it is:
Agent engagement: The percentage of tickets with Knowledge or Knowledge Capture app activity from the total number of tickets. Cannot be filtered by agent name.
My question is about the the total number of tickets - is it tickets opened during the timeframe? Or is it tickets closed? What is the status of the ticket?
