PEC-REP/Current/RPRT/HRCXIAstSrvsIxns - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:34:33Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:18Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Tgilchri: Published

2020-06-12T14:00:59Z

Published

Bgrenon: Published

2020-06-08T16:47:18Z

Published

Bgrenon: Published

2020-06-08T15:23:34Z

Published

Bgrenon: Published

2020-06-08T14:21:29Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Assisted Service Interactions by Last Milestone Report
|TocName=Assisted Service Interactions by Last Milestone Report
|Context=Analyze the events that precede calls moving from Self Service into Assisted Service.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=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.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Understanding the Assisted Service Interactions by Last Milestone Report
|anchor=HRCXIAstSrvsIxnReport
|alignment=Horizontal
|Media=Image
|image=HRCXIAstSrvsIxns.png
|structuredtext=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 {{Repository|SampleAssistedServiceInteractionsbyLastMilestoneReport.pdf||sample PDF output}} from the report.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Prompts for the Assisted Service Interactions by Last Milestone Report
|anchor=PromptsfortheAssistedServiceInteractionsbyLastMilestoneReport
|alignment=Vertical
|Media=
|image=
|structuredtext={{{!}}
!'''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.
{{!}}-

{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Attributes used in the Assisted Service Interactions by Last Milestone Report
|anchor=AttributesusedintheAssistedServiceInteractionsbyLastMilestoneReport
|alignment=Vertical
|Media=
|image=
|structuredtext={{AnchorDiv|Attributes}}
{{{!}}
!'''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.
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Metrics used in the Assisted Service Interactions by Last Milestone Report
|anchor=MetricsusedintheAssistedServiceInteractionsbyLastMilestoneReport
|alignment=Vertical
|Media=
|image=
|structuredtext={{{!}}
!'''Metric'''
!'''Description'''
{{!}}'''Source Table.Column or Calculation'''
{{!}}-
{{!}}Session
{{!}}The total number of interactions that entered the Designer application during the reporting interval.
{{!}}AGT_SDR_SESSION_*.CALLS
{{!}}-
{{!}}Avg Session Duration (Fmt)
{{!}}The average amount of time that callers spent in the Assisted-Service phase of the Designer application.
{{!}}Calculated based on the value of the Session Duration metric and the Session metric.
{{!}}-
{{!}}Session Duration (Fmt)
{{!}}The total amount of time that all callers spent in the Assisted-Service phase of the Designer application.
{{!}}AGT_SDR_SESSION_*.AS_DURATION
{{!}}-
{{!}}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.
{{!}}AGT_SDR_SESSION_*.AS_TRANSFERRED
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}
The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:

@@ Line 5: / Line 5: @@
 |Context=Analyze the events that precede calls moving from Self Service into Assisted Service.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

@@ Line 95: / Line 95: @@
 !'''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.
 {{!}}-
 {{!}}}
 |structuredtextwide=
 |FAQHeading=
@@ Line 119: / Line 115: @@
 }}
 }}

@@ Line 27: / Line 27: @@
 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 output from the report:<br />
+To get a better idea of what this report looks like, view {{Repository|SampleAssistedServiceInteractionsbyLastMilestoneReport.pdf||sample PDF output}} from the report.
 |structuredtextwide=
 |FAQHeading=

PEC-REP/Current/RPRT/HRCXIAstSrvsIxns - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Tgilchri: Published

Bgrenon: Published

Bgrenon: Published

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"