InteractionsAnswered - Number of ACD interactions that went to a connected state on an agent's queue. In real-time, this would include currently connected calls as they are answered, but not completed.
InteractionsCompleted - Number of interactions that went ACD - Connected to ACD - Disconnected.
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Sean Walls
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Original Message:
Sent: 12-05-2018 14:00
From: Andrew Wooster
Subject: Marquee ININ.Workgroup_InteractionsAnswered or ININ.Workgroup_InteractionsCompleted
We are running 2016 R3 P12. Can someone please explain to me the difference between ININ.Workgroup_InteractionsAnswered and ININ.Workgroup_InteractionsCompleted? I am trying to show the total number of calls answered in the current shift (24 hours).
Thanks,
Andrew
#Reporting/Analytics
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Andrew Wooster
Genesco Inc.
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