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Answer stats for private answers only viewed in console

Accepted answer
edited Dec 8, 2016 8:57AM in Reporting & Analytics for B2C Service 1 comment


In our process, we have the knowledgebase for internal use only, visible only to our CSR/agents. That is, all answers are private and can only be searched and viewed by a logged in agent using the "Search Knowledgebase" button in the Chat or Incident workspace.

Now I need to see the statistics of Answers, especially how many times an Answer has been viewed by an agent in a given period. However, when I am looking into the standard reports, or the tables of kf_answer_stats and ans_stats (and clickstreams etc.), it seems that only statistics of visits from the customer portal by external customers are available. I also searched the community and found nothing about internal KB usage stats...

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