Agents Searching the Knowledge Base
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?