Hello community,
Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. (https://help.mypurecloud.com/glossary/flow-outs/)
In the Queue Performance section, we can add this parameter to see the number of overflows to another Queues.
In the Interaction panel, we can find more details "
QueueA,QueueB " where the call was overflowed.
In my case, I have an Overflow Queue that takes all the overflowed calls, except that I don't know which main queue the call came from.
And I can't get reports that indicate the main queue and to which queue the call switched.
Would it be possible to have more details on this type of overflow using APIs ?
Any help would be appreciated.
Cheers,
#Reporting/Analytics#PureCloud QA Episode
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Charaf Eddine Chemlal
Dimension Data France
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