The De-Escalation Analysis provides information about the number of times customer support sessions are initiated and avoided.
The components of the analysis are explained in the following table.
Component | Description |
|---|---|
Frequency | Sets the number of reporting columns in the analysis |
# Sessions Initiated | The number of times customers contacted your customer service center |
# Attempted Escalations | The number of times customers entered information about problems while requesting assistance from customer support |
# Attempted De-Escalations | The number of times Oracle ATG Web Knowledge Manager attempted to de-escalate support requests. Oracle ATG Web Knowledge Manager attempts to de-escalate support requests by suggesting solutions when customers enter information about the problems they are experiencing. |
# Completed Escalations | The number of times customer service sessions were initiated as a result of an attempted escalation |
# Successful De-Escalations | The number of times customer service sessions were avoided as a result of the solutions suggested by the de-escalation process |
# Unsuccessful De-Escalations | The number of customer support sessions that were initiated despite the solutions suggested by the de-escalation process |
De-Escalation Percentage | The percent of all escalation attempts that were avoided by successful de-escalations. This is calculated by the following formula:
|
De-Escalation Success Rate | The percent of all de-escalation attempts that were successful. This is calculated by the following formula:
|
De-Escalation Trend | Presents the De-Escalation Percentage and De-Escalation Success Rate calculations in a line graph |
