Bill_Leasure | 2017-09-19 18:07:00 UTC | #1
We are seeing several times in the data where an agent's Routing Status is set to NOT_RESPONDING (NR) for only a fraction of a second before returning to an IDLE or INTERACTING state.
This doesn't cause much of a problem if we're calculating total time spent in NR since the duration is so short. However, if we attempt to run reports on a the number of times an agent goes NR or average time spent in NR, then these blips will skew the results.
Here is an example of one instance where you can see the agent Routing Status going from IDLE to NR to INTERACTING (blue line) in a fraction of a second.
Any thoughts on what could be causing this?
<img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/a3644682c1f5c20dd47b0fead4df88d95b9172b1.png" width="690" height="249">
tim.smith | 2017-09-19 18:46:03 UTC | #2
Since you can't put a user into the not responding routing status, it's unlikely that this is related to your use of the API. Please open a ticket with PureCloud Support to investigate.
system | 2017-10-20 18:46:07 UTC | #3
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