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Marquee ININ.Workgroup_InteractionsAnswered or ININ.Workgroup_InteractionsCompleted

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  • 1.  Marquee ININ.Workgroup_InteractionsAnswered or ININ.Workgroup_InteractionsCompleted

    Top 25 Contributor
    Posted 4 days ago
    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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  • 2.  RE: Marquee ININ.Workgroup_InteractionsAnswered or ININ.Workgroup_InteractionsCompleted
    Best Answer

    Posted 4 days ago
    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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