Agent Activities

Typically, agent activities include authoring articles, browsing articles, and clicking through answers. To see how well the agents are achieving their goals, use this report to analyze their activities such as:

• The number of articles an agent has authored, in total or during a specified time period.

• The number of clickthroughs or browses an agent has performed.

• The number, and text, of questions an agent has asked.

• How an agent’s activities trend over time.

Note: You can sort the report by manager to see a team level view of agent activities. Select a manager at the Filter window.

Agent Activities Report Columns

Column	Description
Agent Name	The name of an agent. Select an agent name in the Agent menu on the Filters window.
Manager Name	The name of an agent’s manager.
Questions Asked	The total number of questions an agent asked. Drill down in this column to view the question text in the Questions Asked Drilldown.
Search Click-thrus of Articles	The number of clickthroughs of search results an agent performed. Drill down in this column to view the article titles and their positions in the Search Answers Clicked Drilldown.
Articles Browsed	The number of articles an agent browsed from indirect results such as articles in a Related Topics list. Drill down in this column to view the number of articles agents browsed in the Browse Answers Clicked Drilldown
Articles Authored	The number of articles an agent created (authored). Drill down in the Articles Authored column to view the names of articles agents created in the Articles Authored.