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Metrics wrapup summary report

  • 1.  Metrics wrapup summary report

    Posted 06-05-2025 19:06

    jmacias | 2019-04-24 13:04:53 UTC | #1

    Hi everyone

    I want to ask about What's the metrics used to calculate the calls field in wrapup summary report? for others fields?. I paste an example about the report's result. Thanks for your attention

    Best regards

    tim.smith | 2019-04-24 15:40:49 UTC | #2

    All reports/views are documented on the Resource Center: https://help.mypurecloud.com/articles/queue-wrapup-summary-report/

    jmacias | 2019-04-24 15:59:14 UTC | #3

    Hi Tim

    Thanks for you answer, i was checking the link and found the follow definition:

    Calls: The total number of interactions to which an agent assigned the wrap-up code. This column is labeled “calls,” but applies to other media types.

    But when it said "The total number of interactions", what is the metric or sum of the metrics?

    For instance i saw that if i do a query aggregate with group by wrapUpCode, the "wrapUpCode": "79093101-e981-4be4-8dcd-228e4472ef5b" have 8 differents metrics like nBlindTransferred, nConsult, nConsultTransferred, nError, nTransferred, oServiceTarget, tHeldComplete, tTalkComplete, tHandle and tAcw.

    Best regards

    tim.smith | 2019-04-24 16:09:43 UTC | #4

    You can use any metric that would apply to all conversations. Descriptions of the metrics can be found here on the dev center. tAcw would be appropriate when grouping by wrap up code since there will be ACW time for any conversation that has a wrap up code.

    system | 2019-05-24 16:09:47 UTC | #5

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 5045



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