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.
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Robert Wakefield-Carl
TTEC Digital, LLC dba Avtex
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 01-06-2023 06:47
From: Shenbagamoorthy B
Subject: How can I get Number of times success Last Agent Routing call happened?
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)
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Regards,
Shenbagamoorthy B
TechLead
Pointel Inc.,
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