rebekaye | 2020-10-15 23:15:20 UTC | #1
Looking at reporting for on and off queue time. My On Queue and Off Queue time = Logged in time (perfect!) My Off Queue time is = all the statuses (available, break, meal, meeting, etc.) (also perfect) But, when I look at just my On Queue time, from what I can see, On Queue should = Idle + Interacting + not responding. But it doesn't always. And then if I export, you can see it here as well. G2+H2+I2 = E2 but they are = F2 instead.
Anyone know why this might be?
Jerome.Saint-Marc | 2020-10-19 16:15:08 UTC | #2
Hello,
I don't know the exact metrics which are requested by your report. But the differences possibly come from the fact that you are in fact monitoring 2 states for the user. See here for some explanations on Presence: https://developer.mypurecloud.com/api/rest/v2/presence/understanding_presence.html
You have the user's presence state = Available, Busy, Away, Meal, ..., On Queue The "On Queue" presence state tells the routing system that the user is willing to receive ACD interactions. It is a User Presence status. If we consider/extrapolate an Off Queue presence, based on the user's presence state - it would be being Available or Busy or Away or ... (except On Queue).
So Logged In should be: User's Presence On Queue + User's Presence "Off Queue" (Available, Busy, Away, ...).
You also have the user's ACD Routing status simultaneously = OFFQUEUE, IDLE, INTERACTING, COMMUNICATING, NOTRESPONDING This is the status of the user from an ACD perspective. And that's probably the origin of the differences you see - specifically with OFF_QUEUE and INTERACTING.
Let's take the example of a Contact Center Agent, who is available. Presence = Available, Routing Status = OFF_QUEUE The agent goes on Queue, and waits for customer interactions. Presence = On Queue, Routing Status = IDLE The agent receives a customer interaction and answers it. Presence = On Queue, Routing Status = INTERACTING
Now, the agent wants to take a break, and in order to avoid receiving new customer interactions when finishing to process the current one, the agent changes his/her state to Available Presence = Available, Routing Status = INTERACTING
When the agent terminates the customer conversation, the Routing Status is not set back to IDLE but is set to OFFQUEUE Presence = Available, Routing Status = OFFQUEUE
This to say that the agent could be considered as Interacting (ACD Routing Status), while not being On Queue (Presence status).
Regards,
rebekaye | 2020-10-19 17:39:04 UTC | #3
Thank you @Jerome.Saint-Marc!
One follow-up question to your answer - you mentioned "When the agent terminates the customer conversation, the Routing Status is not set back to IDLE but is set to OFFQUEUE Presence = Available, Routing Status = OFFQUEUE" If the agent is set on auto answer, would the same routing status take place? or would it go from Presence = Available, Routing Status = INTERACTING straight back to Presence = On Queue, Routing Status = IDLE?
Thank you!
Jerome.Saint-Marc | 2020-10-20 07:05:20 UTC | #4
Hello,
I am not expert on this. I just checked the user presence and routing statuses in different scenarios (using the API). But I don't think auto-answer will affect this. I mean that if the user has set his presence to Available (something else than On Queue), he will remain in this user's presence status at the end of the ACD conversation (and he should probably be set to OFF_QUEUE on the ACD Routing status side as he is no longer On Queue nor in an ACD conversation).
As a note/clarification, if the agent remains On Queue [Presence = On Queue, Routing Status = INTERACTING], at the end of the ACD conversation, his Routing Status is set to IDLE [Presence = On Queue, Routing Status = IDLE]. The agent is still On Queue, and available to take a new ACD interaction (IDLE/Waiting for next ACD interaction).
The auto-answer should only affect the time in Alerting (Ringing). I mean that when a new voice call is presented to the Contact Center Agent, the call should be answered immediately (or almost).
Regards,
system | 2020-11-19 07:05:24 UTC | #5
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