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True Number of Calls Entered

  • 1.  True Number of Calls Entered

    GCAP Member
    Posted 05-20-2020 20:59
    Hi PureConnect community!

    I'm wanting to know the 'true' number of calls that entered a workgroup queue.

    Looking at the DQStatistics table, there's a column called nEnteredAcd however in the description for this column it says "...An interaction is only counted as having entered once relative to this queue assignment."

    I would like to see how many calls including those that entered the workgroup more than once. Is this possible?

    #Reporting/Analytics

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    Jayden Bradow
    Service Performance Analyst
    Precision Administration Services (Pty) Ltd
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