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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 48 Join Date: Feb 2005 Location: Virginia Beach, VA | Knowledge Base Statistics -
14-09-2006, 07:28 PM
Anyone know how to determine whether registered (logged in users) are accessing knowledge base articles? We are trying to determine how many knowledge base articles are actually defering support ticket issues to calculate the ROI of actually creating the knowledge base articles. Anyone know if this could be simply extracted from the MySQL database some how? http://www.netarus.com Creators of: SCInterface eSupport PHP Report Script eSupport QuickTicket Script v1.0 for Kayako eSupport |
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(#2)
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| Member Posts: 237 Join Date: Apr 2006 Location: Norway |
14-09-2006, 10:30 PM
Everytime a knowledgebase article is shown, the number of views are incremented by 1 in the DB. There is no way to determine if the article has been viewed by a registered user. |
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