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Milestone Summary Report

This page describes how you can use the (IVR folder) Milestone Summary Report to learn more about the dispositions of calls at each milestone.

Understanding the Milestone Summary Report

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This report provides milestone information on an application-by-application basis, as well as detailed information about the dispositions of calls that contain each milestone.


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

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:

Prompts for the Milestone Summary 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.
User Disposition Filter the interactions included in the report based on whether the status when the caller exited the call flow was set by the agent (User Disposition) or by the system (Final Disposition).
Application Choose the applications to include in the 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 Milestone Summary Report

Attribute Description
Final Disposition This attribute enables data to be organized by the status assigned to a call when the caller exited the call flow (such as Abandoned in Self-service, Abandoned in Queue, Routed to Agent, System Error, Terminated, or Other). This status is set by the system. The report includes either Final Disposition or User Disposition, or neither, but not both.
Application Name This attribute enables data to be organized by the name of the self-service and/or assisted-service application (created using Designer).
Day This attribute enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.
Milestone This attribute enables data to be organized by user-defined milestones and milestone paths. The first column lists the milestones that the caller passed, including the last milestone, and the second column concatenates the milestones passed (so far) by the caller.

Metrics used in the Milestone Summary Report

Metric Description
Session The total number of sessions that encountered each milestone or milestone path.
This page was last modified on November 15, 2017, at 13:11.

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