Trent_Vance | 2018-10-08 13:52:26 UTC | #1
In an environment where agents handle inbound Voice interactions, inbound callbacks, outbound calls made on behalf of a callback, and direct outbound calls made on behalf of a queue, some stats like "Handle" on the Agent Interactions view become confusing.
Are there any tools OOB that can differentiate why the "Handle" metric is being incremented (voice interaction, direct outbound from queue, or outbound on behalf of a callback)?
KevinGlinski | 2018-10-08 13:58:31 UTC | #2
which API are you using where they look confusing? if you are using /api/v2/analytics/conversations/aggregates/query then grouping by mediatype should clear it up
Trent_Vance | 2018-10-08 14:57:41 UTC | #3
I was actually just referring to the Performance -> Agents view, out of the box.
We are working with the v2 version of the API. And are assisting them in building a dashboard, so I'll certainly take your suggestion back to Dev. But the customer also wants to be able to run a report, or export data from that screen (via the PureCloud UI) and wants to know how to be able to look at the two (report and Agents Performance) and know which "Handled" is which.
Is there anything I can add or anything I may be over looking in the UI that would help alleviate that concern (the Outbound column is added, but doesn't seem to differentiate Outbounds from a callback and Outbounds directly from a queue)?
KevinGlinski | 2018-10-08 15:01:01 UTC | #4
UI questions would have to go to the community for help https://community.genesys.com/home
Trent_Vance | 2018-10-08 15:19:31 UTC | #5
Gotcha. Thanks!
system | 2018-11-07 15:19:32 UTC | #6
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