Our organization implemented conditional routing to overflow calls to additional resources when estimated wait times are high. The functionality is working well but our operations team would like to have additional reporting visibility to quantify the call distribution and for the purposes of tuning the logic.
All I can point them to is the 'Queue Performance' view where they can add the 'Conditional Requested' and 'Conditional Used' columns to the report. From my initial testing these columns aren't overly helpful though and really only indicate that a queue was configured for 'Conditional Routing' when a call arrived. What we would like to see is how many calls are presented to the group in a conditional routing step as well as how many calls were handled by a member of the skill expression group in that step. I have also looked at the output from the Conversation Details API (/api/v2/analytics/conversations/details) for a CR routed call which did not appear to provide the level of detail we are looking for.
Without this level of data we have no reliable way of knowing what calls were handled by associates directly assigned to the queue versus those that were conditionally selected based on Estimated Wait Time. Even if we pulled the queue membership and skill expression group membership to verify which group an associate was in this would merely be a snapshot in time at that moment and would not work for historical analysis unless the groups remained 100% static.
Are there other report views or endpoints that may provide additional insight?
#Reporting/Analytics#Routing(ACD/IVR)------------------------------
Mark Cockrell
Ferguson Enterprises LLC
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