Self-Service Statistics Report

Use the (Designer folder >) Self-Service Statistics Report to learn about the number and percentage of interactions that enter the Designer Application and conclude in the Self-Service phase, compared to the number that enter the Assisted-Service phase and are routed to a DN or agent.

Understanding the Self-Service Statistics Report

This report provides detailed information about the disposition of interactions that enter the Designer application, including detailed information about the number and percentage of interactions that are completed in each phase (Self-Service and Assisted Service).

To get a better idea of what this report looks like, view sample output from the report:
SampleSelfServiceStatisticsReport.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 Self-Service Statistics 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 Self-Service Statistics 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.
Day	This attribute enables data within the reporting interval to be organized by a particular day.

Metrics used in the Self-Service Statistics Report

Metric	Description	Source Table.Column or Calculation
Entered in Self- Service	The total number of interactions that entered the Designer application in Self-Service.	AGT_SDR_SESSION_HOUR_*.SS_ENTERED
Contained in Self- Service	The total number of interactions that entered the Designer application in Self-Service and were concluded without entering Assisted-Service.	AGT_SDR_SESSION_HOUR_*.AS_CONTAINED
Entered in Assisted Service	The total number of interactions that entered the Designer application in Assisted-Service.	AGT_SDR_SESSION_HOUR_*.AS_ENTERED
Abandoned in Queue	The total number of interactions that entered the Self-Service phase of the Designer application, requested Assisted-Service, and were subsequently abandoned while waiting in queue.	AGT_SDR_SESSION_HOUR_*.QUEUE_ABANDONED
Routed to DN	The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to a DN.	AGT_SDR_SESSION_HOUR_*.DN_ROUTED
Routed to Agent	The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to an agent.	AGT_SDR_SESSION_HOUR_*.AGENT_ROUTED