matthew | 2019-03-20 16:08:13 UTC | #1
Hi, can you confirm if the nOverSLA metric should always be null when when running a conversation aggregate query grouped by agents? Does it only apply to queues?
thanks.
tim.smith | 2019-03-21 13:50:49 UTC | #2
The nOverSla metric is documented as:
The number of answered interactions that were over the SLA threshold.
Does it only apply to queues?
Yes, SLA is a feature of ACD routing. Analytics only returns metrics/dimensions it has data for.
system | 2019-04-21 13:50:51 UTC | #3
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