dsouther | 2016-08-24 17:41:12 UTC | #1
I'm looking at routing presence data and am not very sure what the relationship is between: ONQUEUE, IDLE, INTERACTING, COMMUNICATING and NOTRESPONDING metrics. I understand the what each of them means, but how do the numbers relate?
- Are IDLE, INTERACTING, COMMUNICATING and NOTRESPONDING included in ONQUEUE?
- Is COMMUNICATING included in INTERACTING?
- Should IDLE + INTERACTING + NOTRESPONDING = ONQUEUE?
I did a simple test and (3) worked out, but when looking at a full days worth of presence data, there was about a 9 hour difference.
Also, the Routing Statuses here seem to be out of date. As far as I've seen there is not an OFF_QUEUE status
anon47305574 | 2016-09-14 21:18:27 UTC | #2
I would characterize the distinction between presence and routing status as what a user said they were going to do (presence) vs what they actually did (ACD routing status). The tricky bit though is the interplay. For the most part, a lot of the ACD routing statuses will occur when a user has a presence of "On Queue" since going on queue essentially opens the gate to all of the subsequent routing statuses.
Where this assumption gets more complicated though is if (for example) an agent is slammed that day with call after call. They are presence="on queue" and routingStatus="interacting" pretty much non-stop. So they get ready to take a break and the move their presence to "break" while they are still on an acd call (so routingStatus is still "interacting"). This will stop ACD from giving the agent any further interactions, but the agent might remain on that call for say, another hour (so routingStatus=Interacting the whole time).
system | 2017-08-28 19:26:40 UTC | #3
This post was migrated from the old Developer Forum.
ref: 327