Henry.Zambrano | 2021-03-09 18:43:14 UTC | #1
Hi, I wonder if there's a metric that shows the "Time since last Interaction" of an agent. Since that time is the main criteria to assign interactions to an agent by the ACD system, some customers want to check if the interaction distribution in a queue is really working as intended. It would be similar to the time displayed in the Queue Activity view showing the time in status for the members of the queue.
Thanks.
John_Carnell | 2021-03-10 14:36:26 UTC | #2
Hi Henry,
With our metrics, we only track what has happened in the platform not what has not happened. (e.g. time since last interaction).
I talked with our analytics group and one thing they suggested is that you can query the conversation details for each agent (or a sampling of agents) and then calculate the gap between agent activity.
Here is a link to a few pieces of developer center documentation relevant:
Conversation Detail Query Conversation Detail Record
Thanks, John Carnell Manager, Developer Engagement
Henry.Zambrano | 2021-03-10 15:41:14 UTC | #3
Thank you John for your response. BR, Henry
system | 2021-04-09 15:46:58 UTC | #4
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