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  • 1.  Virtual Agent Workspace Interaction report

    Posted 12-19-2024 19:47
    No replies, thread closed.

    I have been testing out Virtual Agent flows, but I can't figure out how to pull a report for only Virtual Agent Interactions. They appear in the Interactions report, with nothing identifiable that I can filter to pull only the Virtual Agent flows for the day, week, etc.  I inserted a "Set Wrapup Code" into the flow with Virtual Agent as the wrap, which now shows in the Interaction report. Still, the other funny thing is that interactions do not show when I generate a Wrap-up Performance report for Wrap-up Virtual Agent. I'm unsure if anyone else has this issue or found a workaround. 


    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #Reporting/Analytics
    #Unsure/Other

    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.SC
    ------------------------------


  • 2.  RE: Virtual Agent Workspace Interaction report
    Best Answer

    Posted 12-19-2024 23:45
    No replies, thread closed.

    There is an entire new dashboard coming out for this showing tons of great data.  Worked with the PM this week on what it should include.  Looks really nice so far and will show all you are looking to get out of it.  Also, there will be filters and columns added for VA Flows.  For now, count on the Flow Performance or Bot Performance and filter for those flows.  Using a Wrap-up in the Flow is good, but you should also use VA-specific Milestones to report on internal branching and for Journey Flows.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Virtual Agent Workspace Interaction report

    Posted 12-19-2024 23:52
    No replies, thread closed.

    Thanks, Robert.  I should just come to you first.  I have Milestones inserted as well.  Thanks for the quick reply. 



    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.SC
    ------------------------------

    Original Message


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