The Agent Activity by Group provides information about the way your customer service agents work with Oracle ATG Web Knowledge Manager solutions. It compares the actions of the different divisions of your customer service organization.
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 |
Organization | The name of the customer service agent organization |
# Login | The number of times agents logged into Oracle ATG Web Knowledge Manager |
# Create | The number of solutions that agents created |
# Modify | The number of times agents modified existing solutions |
# Status Change | The number of times agents modified the status of a solution |
# Delete | The number of times agents deleted solutions |
# View | The number of times agents viewed solutions |
# Link | The number of times agents created links between one solution and another |
# Unlink | The number of times agents removed links between one solution and another |
# Reuse | The number of times agents linked solutions to customer support tickets |
