- User impersonation - if a user calls in an issue saying that they're done with the training, but it still shows them as incomplete. It would be handy to have an impersonation option to launch the training as that user to see what they see. We have things like proxy logs, but that isn't good enough because the logs will only tell us what the browser did, not what the user did.
- User progress - currently, KnowBe4 only offers three progress indicators. Not started, in progress, and completed. Similar to the user impersonation, it would be useful to see what sections a user has completed as well as what in-slide content they've completed
These would let us be more proactive when dealing with user emails and/or phone calls. It would be more respectful of the user's time to independently investigate the issue than do the "let me know when you're available" dance to do a screen share.
Additionally, when our users take training off our corporate network, we have zero visibility into what and where a user has ended up in a training course. Having the impersonation and/or progress tracking will help us troubleshoot user issues when we have zero visibility from a network perspective.