Overview
We're introducing contact type categorization for interactions handled by Autopilot. This update brings more accurate reporting and classification of customer interactions with your Virtual Assistant, providing clearer insights into how contacts are resolved through automated channels.
What's New
Previously, calls handled exclusively by Autopilot (without escalation to a live agent) were categorized as "abandoned" contacts. This classification impacted both the Activities and reporting accuracy. Now, Autopilot-handled interactions generate properly categorized contacts with new Contact types in reporting.
Key Changes:
- Contacts handled by Autopilot have new Contact Type values specifically for Autopilot interactions
- Available in the Explore Contacts Default Report
- More accurate representation of successful automated resolutions
How Contact Types Are Categorized
Contact type categorization is determined by the Exit point configured in your Autopilot component within Studio Flow.
Autopilot Contact Type Categories
1. Autopilot Success
Indicates successful resolution through Autopilot without agent escalation:
- Customer ends the interaction after receiving assistance from Autopilot
2. Autopilot Escalation
Indicates the interaction required escalation from Autopilot to a live agent:
- Autopilot determines agent assistance is needed and initiates escalation
- Creates an initial contact record with Contact Type = Autopilot Escalation
- Subsequent contact records are created for agent interactions
3. Autopilot Abandoned
Indicated that the customer abandoned the contact prior to an exit:
- Customer finishes the call on his end prior to an exit by resolution or escalation
4. Autopilot
Default classification when specific outcome information is unavailable:
- Applied when upstream events don't provide autopilot_status details
- Serves as a general category for Autopilot-handled interactions
| Contact Type | Description | When It Occurs | Ring Group |
| Autopilot Success | Successful automated resolution | Customer completes interaction with Autopilot | Empty (not populated) |
| Autopilot Escalation | Required agent assistance | Autopilot transfers to live agent | Empty (not populated) |
| Autopilot Abandoned | Customer abandons the interaction | Customer abandons the interaction prior to an exit by resolution or escalation | Empty (not populated) |
| Autopilot | Default/General category | Status information unavailable | Empty (not populated) |
Common Scenarios and Expected Outcomes
Scenario 1: Complete Autopilot Resolution
When a customer's inquiry is fully resolved by Autopilot:
- Creates one contact record
- Contact Type = Autopilot Success (or Autopilot if status unavailable)
- Agent Name = null
Scenario 2: Escalation to Agent (Accepted)
When Autopilot escalates and an agent accepts the interaction:
- First contact: Contact Type = Autopilot Escalation, Agent Name = null
- Second contact: Regular agent contact with Agent Name populated
- ACW time and disposition tracked on the agent contact if applicable
Scenario 3: Escalation to Agent (Rejected)
When Autopilot escalates but the agent doesn't answer:
- First contact: Contact Type = Autopilot Escalation, Agent Name = null
- Second contact: Marked as not answered with agent information
Scenario 4: Multiple Agent Transfers
When an escalated contact is transferred between agents:
- First contact: Contact Type = Autopilot Escalation, Agent Name = null
- Second contact: Initial agent interaction (answered)
- Third contact: Transfer recipient agent interaction (answered)
Important Reporting Considerations
- For Calls Report: Autopilot-handled calls will continue to appear as "abandoned" in the traditional Calls Report. This is expected behavior and maintains consistency with existing call metrics.
- For Accurate Autopilot Metrics: Always consult the Contacts Report for accurate Autopilot contact classification and metrics. This report provides the true picture of how Autopilot interactions are resolved.
- Ring Group Field Behavior for Autopilot Contact Types: The ring_group field will not be populated for any Autopilot or Virtual Agent contact types, regardless of how the Studio Flow is configured.
Why the Ring Group Field Remains Empty
Autopilot components are not considered assignment steps by the platform. Because only assignment steps can populate the ring_group field in contact event, Autopilot and Virtual Agent contact types will always have an empty ring_group value. This behavior occurs even when a Reporting component is placed before the Autopilot step in the Studio Flow. The queue names set in the Reporting component will not carry over to populate ring_group for these contact types.
What This Means for Reporting
- ring_group will always appear as empty/null for Autopilot and Virtual Agent contact types in the Contacts Dataset
- Placing a Reporting component before the Autopilot step does not change this behavior
- Only assignment steps that occur after a Reporting component will populate the ring_group field
Recommendation
If your reports rely on ring_group to filter or segment Autopilot interactions, use the Contact Type dimension (Autopilot Success, Autopilot Escalation, Autopilot Abandoned, or Autopilot) as an alternative way to identify and segment Autopilot-handled contacts in the Explore Contacts Report.
Benefits of This Update
- Improved Accuracy: Better distinction between true abandoned calls and successfully resolved Autopilot interactions
- Enhanced Insights: Clear visibility into Autopilot performance and escalation patterns
- Better Decision Making: Data-driven insights into where Autopilot successfully resolves inquiries versus when agent intervention is needed
Getting Started
The Autopilot contact type categorization is automatically available in your Explore Contacts Default Report. No additional configuration is required. Simply navigate to your Contacts Report to view the new Contact Type dimension and start analyzing your Autopilot interaction patterns.
For questions about configuring Autopilot exits in Studio Flow or interpreting the new contact types in your reports, please reach out to your Talkdesk point of contact.