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Agents Searching the Knowledge Base — Cloud Customer Connect
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Agents Searching the Knowledge Base

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edited Oct 29, 2011 4:54PM in Reporting & Analytics for B2C Service 4 comments

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I believe the report Service > Site Reports > Admin Answers Accessed > Activity displays how many answers an agent viewed/appended answers via Search Knowledgebase.  Is there a way to track how many answers they view from Answers Default or any other search reports under Answer Items?

I recieved feedback that when an agent is doing a search within RN they are having trouble getting accruate results...however when they search the KB from our end user site, they like those results better.  I know Private answers are included in searches within RN, but are there other differences in searchability between searching within RN and on the end user site?

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