Assisted Service Interactions by Last Milestone Report

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This topic is part of the manual Historical Reporting with Genesys CX Insights for version Current of Reporting.

Analyze the events that precede calls moving from Self Service into Assisted Service.

Use the (Designer folder >) Assisted Service Interactions by Last Milestone Report to learn more about calls that move from Self Service into Assisted Service. Interactions are included in this report based on the last milestone where the interaction was routed to assisted service.

Understanding the Assisted Service Interactions by Last Milestone Report

1

This report provides information what milestone interactions passed through before entering Assisted Service.

A milestone is a custom benchmark (or checkpoint) that you've defined in an application to indicate that a significant point in the application flow was reached. For example, you might set up a milestone to mark when callers have made a successful payment, and another for when they've agreed to certain terms and conditions.

To get a better idea of what this report looks like, view sample PDF output from the report.

Prompts for the Assisted Service Interactions by Last Milestone Report

Prompt Description
Pre-set Date Filter From the list, choose a time period on which to report, and move it to the Selected list.
Start Date Choose the first day from which to gather data into the report.
End Date Choose the last day from which to gather data into the report.
Application Choose the applications on which to report. By default, the report includes all applications; if you add any applications to the Selected list, then only those applications are included.

Attributes used in the Assisted Service Interactions by Last Milestone Report

Attribute Description
Application Name This attribute enables data within the reporting interval to be organized by the name of the Self-Service and/or Assisted-Service Designer application.
Last Milestone This attribute enables data within the reporting interval to be organized by the name of the last milestone the call passed before enter Assisted Service.
Day This attribute enables data within the reporting interval to be organized by a particular day.

Metrics used in the Assisted Service Interactions by Last Milestone Report

Metric Description
Session The total number of interactions that entered the Designer application during the reporting interval.
Avg Session Duration (Fmt) The average amount of time that callers spent in the Assisted-Service phase of the Designer application.
Session Duration (Fmt) The total amount of time that all callers spent in the Assisted-Service phase of the Designer application.
Transferred to Assisted Service (Fmt) The total number of interactions that were transferred from the Self-Service phase of the Assisted-Service phase of the Designer application during the reporting interval.

To view more detailed information about the metrics and attributes in this report, and other metrics and attributes that can be used to customize reports, see the Genesys CX Insights Projects Reference Guide.