Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

How can I get Number of times success Last Agent Routing call happened?

  Thread closed by the administrator, not accepting new replies.

  • 1.  How can I get Number of times success Last Agent Routing call happened?

    Posted 01-06-2023 06:47
    No replies, thread closed.
    Dear Team, 

    Good Morning to All. I am Using Architect in queue flow for Last Agent Routing. In LAR, get the Customer Number (ANI) from Flow based on this retrieve the last call interaction details and found the last participated agent. After that using Transfer to User block for transfer the call to again same person. Here is the m Question is "How can i get the Number of times success Last Agent Routing call happened?" I need for that reporting purpose based on daily, weekly, and monthly.  Kindly assist me on this.
    #ArchitectureandDesign
    #Integrations
    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------


  • 2.  RE: How can I get Number of times success Last Agent Routing call happened?

    Posted 01-08-2023 00:37
    No replies, thread closed.
    In the Queue Performance View, you can filter for Routing Requested and Routing Used.  If you select both as Preferred Agent, that will get the calls that should have used Preferred and actually used Preferred.  



    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



Related Content