Collapse
Submit a Service Request
Contact Information for Technical Support
My Service Notifications
Agent data missing from clickstreams
Answer ID 12716 |
Last Review Date 10/09/2023
When agents use the knowledge base from the agent console, why can't we see their sessions in the clickstreams table?
Environment:
- Customer Portal 3.x pages with the "account_session_required" page meta tag
- Reporting on clickstreams table
Issue:
We are using the session ID parameter along with the
account_session_required="true" attribute in the page meta tag to secure our internal knowledge base from unauthorized use. We wrote a BUI extension to allow agents to click a button to view these pages within the Agent Browser UI. When agents do this, we are not seeing entries in clickstreams and related tables about their knowledge base visit. Reports like "Answers Viewed By Answer" do not include these data.Resolution:
Pages with the
account_session_required attribute set do not generate entries in the clickstreams table, just like when a Customer Portal developer is using the development or staging cookie. This is working as expected.