HirotoMasaki | 2019-01-18 23:01:01 UTC | #1
Hi team - just real quick. Would like to count the number of inbound ACD email interactions where an agent has replied back, and also the number of inbound ACD email interactions where an agent has NOT replied back & then wrapped it up. Would like to get these analytics on a Conversation Aggregate basis (rather than going through a misc logic on Conversation Details detail data). Let me know. Thanks.
tim.smith | 2019-01-22 15:26:51 UTC | #2
You might be able to create a filter using a dimension available for aggregate filters, like filtering on purpose: agent, for example.
HirotoMasaki | 2019-01-24 12:19:56 UTC | #3
Thanks Tim. Looked into a bit based on your inputs, but even an ACD email interaction, where agent just ACD-took it and did not agent-reply, has a participant element with purpose=agent (with three segments: segmentType=alert, segmentType=interact, and segmentType=wrapup), so I don't think "purpose=agent" dimension would help me achieve what I want to do. Let me know if you think of any other suggestions. Thanks!
system | 2019-02-24 12:19:58 UTC | #4
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