Hello,

I am implementing CGR on a queue and am wondering if there is an easy way to pull statistics for total calls to queue that routed to the expanded pool of agents?

Hi Dawn,

You can add the column "Conditional Used - The number of interactions in which conditional routing was used." to the queue performance detail or summary views to see the number of interaction that used conditional routing.

Hello,

I am implementing CGR on a queue and am wondering if there is an easy way to pull statistics for total calls to queue that routed to the expanded pool of agents?

Hi Samuel,

I had already tried this and it seems to count every interaction as conditional used if that is the routing method set on the queue.

Am I missing something?

Hi Dawn,

You can add the column "Conditional Used - The number of interactions in which conditional routing was used." to the queue performance detail or summary views to see the number of interaction that used conditional routing.

Hello,

I am implementing CGR on a queue and am wondering if there is an easy way to pull statistics for total calls to queue that routed to the expanded pool of agents?

Are there any other options?

Hi Samuel,

I had already tried this and it seems to count every interaction as conditional used if that is the routing method set on the queue.

Am I missing something?

Hi Dawn,

You can add the column "Conditional Used - The number of interactions in which conditional routing was used." to the queue performance detail or summary views to see the number of interaction that used conditional routing.

Hello,

I am implementing CGR on a queue and am wondering if there is an easy way to pull statistics for total calls to queue that routed to the expanded pool of agents?