Forums/Community/Product Feedback

PlannedDoneNot planned

Provide a method to isolate agent & customer stats on knowledge base and forum analytics

Aaron Pinch
suggested this on May 07, 2012 10:58

It would be valuable if we could remove all agent activities from our forum analytics (http://goo.gl/9YdGR).  Our helpdesk is used extensively by out support agents and sales team (light agents).  This added data clouds the numbers and makes it difficult to determine what articles our customers are accessing.

There is also a case for being able to display analytics based on ONLY agent data.  This could be used to identify training needs.

 

 

Comments

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Gavin McMurdo
Tier3

I would like to request to take this one step further and to have agent metrics separated from the user metrics.

March 14, 2013 04:50
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Matt Beech
Riliance

Is this going into development?

August 16, 2013 05:24
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Emma Jellicoe
learningsource

+1000000 this would be awesome

December 18, 2013 22:02
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Rob Cafferty
cezannehr

+1 for this. We are just starting to expand our knowledge base and would like to just see how many customers are clicking on individual articles to better organise our content.

February 14, 2014 06:29