The OnDemand offerings include a De-Escalation Report, which you can view in the ATG Reporting Center. The De-Escalation Report provides the percentage of de-escalations and the rate of successful de-escalations across a given date range, for all Self Service segments.
To view the report, select the date range and frequency you would like to see in the report:
Frequency – hourly, daily, weekly, monthly, quarterly, yearly
Date Range – Start to End
The report graph shows the following data for the time period and frequency chosen:
De-escalation percentage = successful de-escalations / attempted de-escalations
This statistic shows how many attempted de-escalations resulted in success, including pending (incomplete) de-escalations.
De-escalation success rate = successful de-escalations / (successful de-escalations + unsuccessful de-escalations)
This statistic shows how many de-escalations resulted in success, excluding pending (incomplete) de-escalations.
The chart below the graph shows the following data for the time period and frequency chosen:
Sessions initiated
Attempted escalations
Attempted de-escalations
Completed escalations
Successful de-escalations
Unsuccessful de-escalations
De-escalation percentage (also shown in graph)
De-escalation success rate (also shown in graph)
Note: It is not possible to use this report to track a single or specific user session. The report is a snapshot of aggregate data. Since a session can cross time boundaries when reporting data is summarized, the report statistics do not reveal precise details about individual sessions.
