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Hi,
How can I remove the star rating from my "Confirmed Pass" section ?
Thanks.
That analytics is tethered to the survey completion.
You can find out more about how that works here:
Report analytics, performance, and usage - Power Virtual Agents | Microsoft Docs
Specifically the section:
A resolved session is an engaged session in which the user receives an end-of-conversation survey that asks the question "Did that answer your question?" and the user either does not respond or responds Yes.
Another great resource for this would this blog post: Custom Analytics solution for Power Virtual Agents | Microsoft Power Virtual Agents
Hi @renatoromao,
I wouldn't want to ask the user a new question. Because it is blocked until he answers "Yes" or "No, thank you". The "All other conditions" choice is never triggered.
If I create a custom confirmation topic instead of the system confirmation topic, that will count for the resolution rate available in "Analytics"?
Thanks.
Hi @aMesquita ,
You can't remove the star rating.
Two workarounds:
1- Create a custom confirmation topic (user topic) instead of using this Confirmed Success topic (system topic). If you want to do it, go to the End of Conversation topic (system topic) and instead of redirect to the system topic, redirect to your custom.
2- Create a question inside this topic like "Can I help with anything else?" with options "Yes" and "No, thanks". Create a condition for both options and use the All other Conditions way for this star rating. You can move cards/actions using the little ball dragging and dropping.
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