Bindu | 2017-09-20 11:13:42 UTC | #1
Hi,
Can we get the total count of interactions that is handled by an agent in a day.
Regards, Bindu
tim.smith | 2017-09-20 14:16:38 UTC | #2
Yes. Use an analytics query and filter or group by user id.
Bindu | 2017-09-20 16:12:07 UTC | #3
Any particular metric to get the value?
Regards, Bindu
tim.smith | 2017-09-20 19:21:21 UTC | #4
If you use an aggregate query, I'd probably use tHandle. But the metric you choose depends on which scenarios you're trying to capture.
Bindu | 2017-09-21 06:17:49 UTC | #5
I want to get the value for AHT as per the formula i.e. Calculated by (cumulative talk time + cumulative hold time + cumulative after-call work) / Number of interactions handled. So here I want to get the Number of interactions handled. I request you to help me on this.
tim.smith | 2017-09-21 14:24:37 UTC | #6
Please refer to the metrics documentation I linked above and take a look at the definition of the metrics. I think you'll find your answer there. You can test analytics API requests using the Developer Tools.
system | 2017-10-22 14:24:39 UTC | #7
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 1829