faisyou | 2022-08-10 06:33:01 UTC | #1
hi guys do we know if we have any reporting KPI that counts number of reply emails per Queue/Per Agent etc. and the number of emails forwarded per Queue/Per Agent ?
the context is the customer received 100 emails on Q
all 100 transferred to agent
90 were replied
5 were forwarded to an external email address
5 were disconnected without a reply
customer would like to be able to get this breakup of 100 answered emails
- I couldnt find this in OOB Q Performance metric -
infact I couldnt even see this distinction in timeline of the conversation
FYI - when I look into the detail of the conversation - I see that in the case when the agent replies an email in the conversation>participant > session I see 4 segment [Alert,interact, transmit ,wrapup] in the case when the agent disconnects without reply the segments are [Alert,interact,wrapup] so under the hoods there is a difference but I cant seem to find the difference in Performance reports.
Can you tell which KPI (either from OOB PErformance reports or Analytics API)
system | 2022-09-09 06:33:19 UTC | #2
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