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  • 1.  Prove In-queue call logic works as it should

    Posted 11 days ago
    Hi All

    Is there any way to find logs that prove that an In-Queue call flow works as expected?

    e.g. a call was routed to an agent with a particular skill assignment rather than it be assigned because they were longest idle for example?

    Just looking to be able to provide definite proof that the flow is working as expected in a log format

    Is that log searchable anywhere?

    Many thanks in advance

    Joe
    #ArchitectureandDesign
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Joe keenan
    Zimmer, Inc.
    GCA-GC
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  • 2.  RE: Prove In-queue call logic works as it should

    GENESYS
    Posted 10 days ago
    Hey Joe, thanks for reaching out.  We have a lot of this data right in the interactions view.  You can see 'RoutingRequested' and 'RoutingUsed' as well as the skills that are attached to the interaction.  I've listed a screenshot below of the various routing data available right in the UI.  (This is available in the analytics/conversations/details endpoint as well if you prefer the API.)



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    Chris Bohlin
    Product Manager - PureCloud
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  • 3.  RE: Prove In-queue call logic works as it should

    Posted 5 days ago
    Thanks for this Chris

    Right now I am seeing interactions using "Standard" Routing used whereas I'm expecting some of them to be routed using specific assigned skills ( Which are showing blank in each case for the interactions) based on the ANI.

    I'm trying to understand if I can see in more detail why each are using Standard routing rather than what I'm expecting to see, any idea how to see this info?

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    Joe keenan
    Zimmer, Inc.
    GCA-GC
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  • 4.  RE: Prove In-queue call logic works as it should

    GENESYS
    Posted 4 days ago
    Joe -  wanted to ask a few questions here:

    1) Do I understand this correctly?  You have an inbound flow that attached skills on the transfer to ACD action that routes to a specific queue?
    2) can you tell me (or send a screenshot) of the routing settings for the queue in question?  I'm specifically wondering what 'evaluation method' you are using b/c my guess is that its 'disregard skills, next agent' as I would expect to see the skills come through for either of the other two options (which require an agent to have all matching skills that are assigned to an interaction.
    3) Can you make sure you have exposed the three 'skill' options in the view listed above and see if any skills show up?

    Thanks,
    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 5.  RE: Prove In-queue call logic works as it should

    Posted 10 days ago

    Hello Joe,

    you can see this report in the performance-->workspace-->interaction.

    Regards,

    Vinayak Vagal



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    vinayak Vagal
    SmartConnect Technologies Pvt. Ltd
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