LouisDAmbrosio | 2022-02-07 20:03:05 UTC | #1
Hello,
This is in regard to Webchat.
We have a data action that check the number of agents On Queue when an interaction enters the flow. It looks like the we have is using "oUserPresences":
AgentsOnQueue": "$..data[?(@.metric==\"oUserPresences\" && @.qualifier==\"e08eaf1b-ee47-4fa9-a231-1200e284798f\")].stats.count",
However when searching, I found this: { "metric": "oOnQueueUsers", "qualifier": "COMMUNICATING", "stats": { "count": 1 }
Which one should be used to know the number of agents are On Queue? The main concern is we want to make sure the query don't count the agents Off Queue (break, meal, etc.).
anon11147534 | 2022-02-10 09:17:09 UTC | #2
Hi,
Looking at the Metrics documentation the Routing Observation Metrics has the following mapping:
oActiveUsers | Observed number of active users in a queue. | |
oMemberUsers | Observed number of members in a queue. | |
oOffQueueUsers | Observed number of users that are off queue. | |
oOnQueueUsers | Observed number of users that are on queue. | |
oUserPresences | Observed number of users with a particular presence status. | |
oUserRoutingStatuses | Observed number of users with a particular routing status. |
oOnQueueUsers appears to be the correct metric for your use case.
LouisDAmbrosio | 2022-02-10 13:34:30 UTC | #3
Our queueing is based on number of agents on queue + number of interactions waiting in queue. We have instances when we have more interactions waiting than expected. What would be the way to include the interactions in wrap-up in the formula?
anon11147534 | 2022-02-10 16:36:24 UTC | #4
I'm not an expert on this topic but oWaiting (Observed number of interactions waiting in a queue.) from Conversation Observation Metrics appears to be the appropriate metric.
system | 2022-03-13 16:36:24 UTC | #5
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