Chris_Carr | 2022-05-12 16:03:45 UTC | #1
Hi,
I am trying to view the number of email interactions that have arrived in a queue on a day to day basis. Would this be the offered metric in the queue metrics daily report and the description is
Offer = "The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions."
Does this mean that if an interaction is sat in a queue it is not calculated as offered as it is neither offered, answered, abandoned or a flow-out interaction.
Thank you.
Eos_Rios | 2022-05-12 17:18:10 UTC | #2
Does this mean that if an interaction is sat in a queue it is not calculated as offered as it is neither offered, answered, abandoned or a flow-out interaction.
No, events emit at the point they occur. That's just describing what the possible next states for an interaction after offering are. This is call data but maybe it will help you better visualize the expected relationship;
The offer is to the Acd (Queue) where it waits until the customer hangs up, an in-queue flow redirects it, or an agent answers it.
Each metric emits when it's considered to have completed, so nOfferred emits as soon as the offer occurs. tAnswer occurs as soon as the rep answers, tTalk / tHandle, etc, occur when an event stops them from accruing.
Would this be the offered metric in the queue metrics daily report
That metric would tell you the number of times offers were made. it would not necessarily be distinct if you have anything set up to re-offer the same interaction to additional queues or transfer it, but if your workflow is simple and contained that should cover it.
Chris_Carr | 2022-05-12 17:35:28 UTC | #3
HI @Eos_Rios ,
Thank you very much for the response and for this information. May I just confirm that the offered metric in the queue metrics daily report is not the value that I am looking for and I am better off using the query below using endpoint /api/v2/analytics/conversations/details/query to get the number of email interactions that have hit a queue?
{
"interval": "2022-05-11T23:00:00.000Z/2022-05-12T23:00:00.000Z",
"order": "asc",
"orderBy": "conversationStart",
"paging": {
"pageSize": 25,
"pageNumber": 1
},
"segmentFilters": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "mediaType",
"operator": "matches",
"value": "email"
},
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "66c4d2d3-2dd8-45c9-8cc5-f542fe15c39b"
}
]
}
],
"conversationFilters": [
{
"type": "and",
"clauses": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "originatingDirection",
"operator": "matches",
"value": "inbound"
},
{
"type": "metric",
"metric": "nOffered",
"range": {
"gte": 1
}
}
]
}
]
}
]
}
Thank you once again.
Eos_Rios | 2022-05-13 11:24:32 UTC | #4
I think that would get you what you want, but if you're just looking for metric totals over a given period I would actually recommend /api/v2/analytics/conversations/aggregates/query to break out it by any groupings you're be interested in rather than counting the raw detail yourself.
Chris_Carr | 2022-05-13 11:24:58 UTC | #5
Thank you, this works and provides exactly what I am after.
system | 2022-06-13 11:25:32 UTC | #6
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