What's new in Customer Journeys?

Connect and learn more!
Agents Searching the Knowledge Base — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Agents Searching the Knowledge Base

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


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?

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!