Abhijeet | 2020-04-06 09:57:07 UTC | #1
Hi Team,
I am not able to find below type of information,
1)Service Levels Values for Answered like Call in 0-10 Secs,10-20 Secs etc 2)Service Levels Values for Abandoned like Call in 0-10 Secs,10-20 Secs etc 3)Number of ACD interactions that disconnected while still on the queue, or were transferred to another queue while connected to an agent. Interactions that abandon while in the queue are included, whereas interactions that leave the queue before being connected to an agent (flow outs) are not. 4)Sum of the time, in seconds, the agent was logged in, activated in the queue, and available to take interactions in a status that has the Status allows ACD calls box checked. 5)Sum of the time, in seconds, agents were not available to take ACD interactions, but were logged in to the system. 6)Sum of the time in seconds the agent was working on ACD connected interactions for the queue. 7)Total hours the Agent were avaibale
- Local Disconnection - Number of ACD queue interactions that were disconnected locally
9)Sum of the time, in seconds, ACD interactions spent in an 'Alerting' state on queues.
I am giving direct calls to the Platform API. Please share your inputs on that lines.
tim.smith | 2020-04-06 15:21:36 UTC | #2
Take a look through the Analytics Metrics and Dimensions. It should have what you need. You can use various analytics queries to retrieve the information you need.
system | 2020-05-07 15:21:38 UTC | #3
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