Supervisors and Agents can alter the popularity of suggestions
in two ways:
- Click Like or Insert Response (when available)
for suggested responses presented in the Web Ignite Inbox or Queues
sections.
- Find corresponding responses in the Web Ignite History or Cases
sections and Click the Like button. In addition to text-based
search, users can use the Advanced Search feature to find responses
based on the number of likes or reuses, disliked responses, or responses having
warnings.
Popular responses get a minor score boost when they are suggested.