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

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?

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