Self-Service Provided

The Self-Service Provided scenario block marks an interaction with the "Self-Service" indicator if it executes before any Find Agent blocks are executed.

The "Self-Service" indicator is stored in the call detail records and can be used in reports to distinguish the calls that were successfully served by an automated system (such as an AI agent or IVR) from the calls that were simply abandoned by callers at that stage of processing.

Records marked with the "Self-Service" indicator contribute to the count of Inbound Calls Self Serviced or Outbound Calls Self Serviced daily metrics.

Scenario Builder Self-Service Provided scenario block

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