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  • 1.  Concurrent Chats

    Posted 10-28-2019 18:03
    Hi,

    I am currently trying to build reporting to identify concurrent chats. I have looked through iwrkgrpqueuestats, iagentqueuestats and ICBM reporting and I cannot find any documentation on how to identify when an agent is on multiple chats.

    Has anyone out there had any luck?

    Cheers

    Dak
    #Reporting/Analytics

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    Dak Doyle
    NIB Health Funds Limited
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  • 2.  RE: Concurrent Chats

    Posted 10-30-2019 16:07
    The queue stats tables have summarized data for the period, not individual interaction info.  You would need to look at the interaction or segment details.  Then you would have a list of start and end times from which you could infer multiple interaction overlap.

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    Tim Cannon
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  • 3.  RE: Concurrent Chats

    GENESYS
    Posted 10-31-2019 08:21
    Tim's reply is correct.  But to build on that a little bit...

    You can use InteractionSummary and/or the CallDetail_viw view.  Filter your results by media type, ConnectDate, and TerminatedDate.  Determine the number of chats within those date ranges.  That should get you started.  Also remember that InteractionSummary/CallDetail_viw will only show the last agent to which the interaction was connected.  So you'll probably want to join the EE_TransferEvents_viw view as well.


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