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  • 1.  How to identify the operator who answered the interaction in csv

    Posted 01-30-2025 19:21
    No replies, thread closed.

    Hello everyone,

    As the title says, how to identify the operator who answered the interaction in csv?
     
    I am currently creating an inbound flow that combines direct routing and queue bullseye routing.
     
    For each interaction from a customer, the call is first directed to a specific user via direct routing. However, if that user is unable to answer, the call is spread to the next user in the ring through queue bullseye routing.
     
    In this case, the call addressed to the user in charge will be forwarded to the next user in the ring, regardless of who is in charge of the call.
    How can I distinguish who answered the call in the csv output?

    Best regards,

    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Matsumoto Shun
    Unknown
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  • 2.  RE: How to identify the operator who answered the interaction in csv

    Posted 01-30-2025 19:40
    No replies, thread closed.

    I assume you are talking about a CSV export from the Interactions view.  Typically, the agent answering the call will be listed in the Users column.  If more than one user touches interaction, there will be more than one user listed and the last one in the list is the last one that took the interaction.  There are also filters that allow you to filter for calls that were meant for Direct Routing but failed out to another routing method:  You show the Direct Routing column to show the ones that did not fail out.

     



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: How to identify the operator who answered the interaction in csv

    Posted 02-04-2025 03:53
    No replies, thread closed.

    The problem I have with the interaction report is that the Users list also includes agents who were alerted, but didn't answer. It makes it very difficult to tell at a glance which agent(s) actually interacted with the client, especially if the call includes transfers.



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    James Dunn
    Telecoms Specialist
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    Original Message


  • 4.  RE: How to identify the operator who answered the interaction in csv

    Posted 02-03-2025 08:48
    No replies, thread closed.

    Hi Matsumoto,  Have you considered using the Skills-Active metric from the interactions report.
    When we report on this kind of thing we tend to focus on first Agent no the last Agent who answered the call.
    We us the Active Skills on the call to see if the correct Agent Picked up the call or someone else.

    Using the Skills-Active metric in the interactions view gives us an easy way to see the data at a higher level.
     



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    Chris Martin
    Genesys Cloud Analyst
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    Original Message


  • 5.  RE: How to identify the operator who answered the interaction in csv
    Best Answer

    Posted 02-05-2025 02:25
    No replies, thread closed.

    Hello Matsumoto,

    as far as i know in the "interactions" report the column "Users - interacted" is what you are looking for. At least as long there is only one agent in the call.

    Best regards
    Christoph



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    Christoph Domaschke
    Leiter Service Center (Cronbank)
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    Original Message


  • 6.  RE: How to identify the operator who answered the interaction in csv

    Posted 02-12-2025 23:45
    No replies, thread closed.

    Hello Christoph

    I will try using the reference method you have taught me.
    Thank you for your various opinions.
     
    It is fine to close this.



    ------------------------------
    Matsumoto Shun
    Unknown
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    Original Message


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