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eServiceInteractionStat - Statistics to get interaction handling time and interactions handled

  • 1.  eServiceInteractionStat - Statistics to get interaction handling time and interactions handled

    Posted 12-02-2022 05:20
    Edited by Mark Rennie 12-02-2022 05:20

    Hi,

    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.

    <Category>JavaCategory</Category>
    <JavaExtension>eServiceInteractionStat.jar</JavaExtension>
    <JavaExtensionSubCategory>OMQ Average Waiting Time</JavaExtensionSubCategory>
    <Extensions>
    <MediaType>Chat</MediaType>
    <AggregationType>Total</AggregationType>
    </Extensions>

    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 optionIf 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.

    Thanks
    Mark


    #ArchitectureandDesign
    #PSDK
    #StatServer
    #DigitalChannels
    #Integrations
    #WorkforceManagement


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