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.)------------------------------
steven evans
Kerv Experience Limited
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