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leeruairidh1
New Member

Escalation Topic Analytics

Hello,

Is it possible to obtain analytics for how often the escalation topic is being triggered at first contact with the bot? for example once the customer has passed the initial greeting they are asking to speak to an agent straight away.  With the analytics available via PVA I can see the escalation rate but this also includes session that are escalated via other topics.

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mboninco
PVA
PVA

The easiest way to see this information is via downloading the session transcripts.  Once you open the transcript file, you can filter the session with those with an outcome of Escalated. The Topic Name column will show you the topic that the escalation occurred from. If user escalated directly after the greeting, the topic displayed will be Escalate.

To see this type of information in a dashboard, you will need to build a custom report.

-- Mike Bonincontri


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1 REPLY 1
mboninco
PVA
PVA

The easiest way to see this information is via downloading the session transcripts.  Once you open the transcript file, you can filter the session with those with an outcome of Escalated. The Topic Name column will show you the topic that the escalation occurred from. If user escalated directly after the greeting, the topic displayed will be Escalate.

To see this type of information in a dashboard, you will need to build a custom report.

-- Mike Bonincontri


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