The Agent Activity Summary provides information about the way your customer service agents work with Oracle ATG Web Knowledge Manager solutions. It compares the actions of the individual customer service agents.
The components of the analysis are explained in the following table.
Component | Description |
|---|---|
Bar graph | Choose one of the calculations to compare the activity of different customer service agent organizations |
Login | The identifier of the customer service agent |
# Login | The number of times the agent logged into Oracle ATG Web Knowledge Manager |
# Create | The number of solutions that the agent created |
# Modify | The number of times the agent modified existing solutions |
# Status Change | The number of times the agent modified the status of a solution |
# Delete | The number of times the agent deleted solutions |
# View | The number of times the agent viewed solutions |
# Link | The number of times the agent created links between one solution and another |
# Unlink | The number of times the agent removed links between one solution and another |
# Reuse | The number of times the agent linked solutions to customer support tickets |
