dcalatrava | 2022-04-25 22:32:57 UTC | #1
Hello everyone,
I need to know how I can build a view that allows me to observe the interactions that have been alerted to the agent and have not yet been accepted.
As an example, the "Queue activity detail" view shows me three parameters:
- Interactions "Waiting" (Filter interactions).
- Interactions "Interacting" (Filtering the interactions)
- Interactions "Alerting" (No filtering option)
Similarly in the Interactions view, if you add a new column in the table called "Users - Alerted" and "Users - Interacted", I understand that if both columns have values other than "-", the interaction is being attended, however if there is a value in "Users - Alerted" and there is no value in "Users - Interacted", it could be assumed that the interaction is alerted to that user but is not being attended.
Based on the above, I would like to know if there is any view or dashboard that can be configured to know all the alerted interactions that have not been attended, in order to be able to generate a monitoring to the agents.
I remain attentive to your response.
Regards
system | 2022-05-26 22:33:30 UTC | #2
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