24

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

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.

 

6 comments

Please sign in to leave a comment.