We are currently using the eServiceInteractionStat module to capture statistic on Staging Area objects related to chats and emails via the Stat Server (PSDK). Struggling to find a way to get the handling time and handled interactions via this module.
For example, we request the statistic below to obtain the average wait time of a chat in the queue/Staging Area.
<JavaExtensionSubCategory>OMQ Average Waiting Time</JavaExtensionSubCategory>
This all works fine but is there a similar way to obtain the handling time and number of handled chats using the eServerInteractionStat.jar?
I don't see any reference in the documentation to all the available sub categories that are available. For example, above uses Average Wait Time but is there a Total Handled option? If not how can these statistics be obtained?
Currently we are getting InteractionHandlingInbound mask on a group agent statistic and linking it back to the Staging Area but that has it's own problems of managing lots of mappings between the datasets.