Although it was a cumbersome process, we were finally able to purchase several hours of time with a RightNow application engineer. HE WAS EXCELLENT and showed me ways to achieve things we needed that support had told me I could not do. For instance, since we could not filter out our company employees from the report statistics, he showed me how to implement ClickStreams reports, and this helped solve our needs. Prior to this, we had no knowledge of this option. The consultant we worked with during our initial setup had not mentioned it. Neither had RightNow support, but to support's credit, they were just answering the specific questions I was asking.