Topic by Hans
Content
Hi there,
Would like to create a report that gives insight into the Smart Assistant functionality on answer level. The idea is as follows: there is a standard report (AcId: 218) called "Smart Assistant Summary". Now I would like to have this report but then on detail level:
1. answers.a_id
2. answers.summary
3. the number of (unique) sessions in which this SA answer is viewed by the customer and NOT escalated
4. the number of (unique) sessions in which this SA answer is viewed by the customer and escalated
5. the number of (unique) sessions in which this SA answer is NOT viewed by the customer and NOT escalated
6. the number of sessions in which this SA answer is NOT viewed by the customer and escalated
I think that in order to achieve this, I will need to have a custom script, having the following variables:
-clickstream actions: /SAResultList, /AnswerView, /IncidentCreate
And I think in order to translate, I will need these as follows:
3. clickstreams.cs_session_id containing /SAResultList AND /AnswerView but NOT /IncidentCreate
4. clickstreams.cs_session_id containing /SAResultList AND /AnswerView but AND /IncidentCreate
5. clickstreams.cs_session_id containing /SAResultList but NOT /AnswerView but NOT /IncidentCreate
6. clickstreams.cs_session_id containing /SAResultList but NOT /AnswerView AND /IncidentCreate
I guess I need to loop through the clickstreams.cs_session_id but I wouldn't know how to combine / look at multiple action ids within a session and especially how you can state how to NOT encounter / exclude certain clickstream action ids from a session.
Then, there is also a requirement that the clickstreams.action_id of /AnswerView has a clickstreams.created that is later than that of /SAResultList in order to know that the end-user was triggered by the display of one of the Smart Assistant suggestions (and of course that the answer id that is viewed matches one of those displayed in the suggestions).
Any help would be appreciated,
Thanks,
Hans