ATG Knowledge Guide for Business Users
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About User Reports
This section provides information on the default reports available for tracking agent activity.
Contents
Search
Introduction
Audience
Documentation Conventions
Related Documentation
Browser and Environment Requirements
ATG Knowledge Overview
Accessing ATG Knowledge
Browser Requirements
Configuring Firefox for the ATG Service Center
Key Terms and Concepts
Using the ATG Service Center
Headers
Logging Out
Global Context Area
Making Calls
Service Center Tabs
Main Content Pane
Utilities
Next Steps Panel
Helper Panels
Available Panels
Conducting Research
Searching for Content
Changing the Search Text
Solution Search Queries
Searching Files and Solutions
Viewing Results
Focusing Results by Topic
Viewing Answers
Previewing a Result
Browsing the Topic Tree
Working with a Solution in the View Document Pane
Solution Document Panel
Active Tasks Panel
Viewing Non-Solution Results
Copying Document Links
Printing Non-Solution Results
Research Next Steps
Contributing Solutions
Authoring Solutions
Solution Classes
Using Spell Check
Using the Editing Toolbar
Pasting Text from Other Sources
Setting the External Audience Access
Finding Matching Statements
Adding Transaction Snippets Fields
Setting Task Assignment
Reviewing Solution History
Sending Solutions
Linking Documents
Composing Messages
Using the Research Split-Screen Utility
Using Quick Find
Finding Similar Content
Finding Duplicate Solutions
Reviewing Tasks
Solution Queue
Sorting and Filtering the Solution Queue
Working with Tasks
Viewing Solution Working Revisions
Claiming a Task
Reassigning a Task
Releasing a Task
Editing a Solution Working Revision
Viewing and Claiming Solution Tasks
Solution Review Queries
Solution Review Query Types
Creating a New Solution Review Query
Using ATG Knowledge Reports
Overview of ATG Knowledge Reports
About Dashboard Reports
Accessing ATG Dashboard Reports
Running the Dashboard Reports
Permanently Setting the Date Range Parameter
Regenerating Dashboard Reports
Adding My Dashboard as a Portal Tab
Making My Dashboard Your Homepage
Available Solution Reports
Solution Totals
Solution Activity
Solution Use Counts
Use Count Breakdown
About User Reports
Session Activity Trends - Peak Concurrency
Agent Activity by Group
Agent Activity Summary
Using Helper Panels
Favorites
Adding Documents to the Favorites Panel
Hot Solutions
Recently Viewed
Recent Search Criteria
Actions in Recent Search Criteria
Recommended Reading
Accessing Recommended Reading
Creating Recommended Reading
Management Toolbox
Find by ID
Recent Tickets
Search Results
Right-Click Actions on Documents in Helper Panels
Setting Preferences
General Preferences
Password Settings
Default Log in Tab
Research Preferences
Contribute Preferences
Hot Solutions Preferences
