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Hi All,Just wondering what you're doing for reporting and analytics on 'unique' conversations (metrics like Offered, Answered, etc) - particulary on web messaging interactions that can present back to an agent multiple times.So for example:
Say I have 1 customer on Web Messaging ask a question and it's routed to an agent and they respond. No response received immediately from the customer, so the interaction is disconnected. The customer then replies, which routes gain to an agent.In the standard Queue Performance reporting - this would counts as '2' Offered for the day. However in reality, it's only 1 conversation (and was just a continuation of the previous conversation).Is there a metric that would show this as '1' unique conversation that was just handled twice?The only thing I can think of is to actually pull the individual conversations for the day, and count the unique conversation ID's.Cheers,
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