Overview The issue involved LinkedIn mentions not appearing in Khoros Care. The error was due to insufficient permissions and a stale token, preventing proper data ingestion. After reauthentication wi...
Overview The Avg Resp HT (Average Response Handle Time) metric calculation involves using the sum of Total Response Handle Time divided by the sum of Responses Handled. To Compare With an Export: Iden...
Overview The errors related to Khoros Bridge connection can occur when Khoros Care fails to send conversations to Salesforce, or the messages sent show an 'iframe' loading error. Resolution Steps: Ver...
Overview Private Messages are no longer appearing in Care after updating the Community Support account handle. This issue typically occurs when the integration between Community and Care does not reco...
Overview The issue involved TTFR metrics starting for posts in the pending queue, affecting agent performance metrics. This behavior is by design in the Khoros system, where TTFR begins counting as so...