If you are looking to make the participant id the primary key here instead of the conversation, the analytics details API returns the conversation broken down by participant, each flow, queue, agent etc separately. If you are feeding that data in to your own company analytics platform you could build a report out like that.
It believe the A3S addon provides a view like this (haven't tried it myself just basing it on the screenshots from past demos)
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Anton Vroon
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Original Message:
Sent: 09-17-2024 16:05
From: John Ohlund
Subject: Is There a Way to Separate the Interactions View by Agent?
Hello,
The Performance > Workspace > Interactions view is great for reviewing detail information. However, it combines all agents and queues into one record. This includes a metric such as "Total Handle" time where it combines all agents on the interaction. Is there a way to separate each individual agent or queue in the interactions view? I understand this will duplicate Conversation ID and that is my intended goal.
I was going to submit an Idea but wanted to check here first in case I am not looking in the correct location.
Thank you,
#Reporting/Analytics
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John Ohlund
Newfold Digital
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