Sam | 2018-10-14 23:21:06 UTC | #1
Hi team,
Basically, i got a few agents that are members of multiple inbound phone queue.
Lets say i have agents (A, B and C) assigned on multiple queues ( Q1, Q2 & Q3)
What i want to achieve is to be able to obtain report that can tell me how many inbound calls were answered by agent A only from Q1 instead of combined queues. Unfortunately i dont see to able to find that option to differ at the moment.
Please feel free to share and advise if you have solution for this.
tim.smith | 2018-10-15 15:21:44 UTC | #2
You could run a conversation detail query and filter on the user and queue IDs. Be sure to check the results one by one though; that filter will include conversations that have that user and queue id for any reason in any order. That filter does not imply that the stated user answered the conversation from the stated queue.
system | 2018-11-14 15:21:49 UTC | #3
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