Assisted Service Interactions by Last Milestone Report

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

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 output from the report:
SampleAssistedServiceInteractionsbyLastMilestoneReport.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 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	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