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  • 1.  Knowledge Opitimiser query

    Posted 06-11-2024 13:16
    No replies, thread closed.

    hi

    I wonder if you can help my customer

    In Knowledge Optimiser, under Unanswered queries, it reports 7 Hits for 1 phrase "bins"

    When you select the tile and review the phrases you see 5 hits?

    so what happened to the other 2 hits?

    2nd question, on Agent Assist

    And would like to ask you a question over Agent Assist "Sessions"

    I know the  Session definition details "Web chat or Voice conversations between a customer and an agent" but I am being asked by 1 of my customers what does this actually mean

    For example, yesterday for total sessions (Bot/Web Message has not gone live) the Total Sessions report 1427

    Total calls answered report 1285

    So, the question over sessions, can this include an agent logging into Agent Assist multiple times?

    Or can it be the total number of times an agent accesses Agent Assist – reason I ask this, my customer is using an on premise edge deployment, so agent assist sessions are manually entered

    Thanks

    Steven


    #ConversationalAI(Bots,AgentAssist,etc.)

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    steven evans
    Kerv Experience Limited
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  • 2.  RE: Knowledge Opitimiser query

    Posted 06-16-2024 22:54
    No replies, thread closed.

    That Assistant widget is modal I have found.  When you click on it and then click elsewhere and then back to is or if you refresh the pane, it could count extra usage of Agent Assist.  Are you using summarization as well?  I think that will throw 2 sessions for each Agent and Assist and summarization.  @Leor Grebler, who would know about the way Agent Assist and summarization are counting sessions?



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Knowledge Opitimiser query

    Posted 06-18-2024 12:55
    No replies, thread closed.

    Hi Robert! Will need to check and get back to you on this!



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    Leor Grebler, Principal Product Manager - Voice Transcription
    leor.grebler@genesys.com
    Genesys - Employees
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    Original Message


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