dkrevitt | 2019-02-21 16:29:46 UTC | #1
Hey everyone,
I'm performing QC of an implementation of the conversation aggregates query. Our goal is to tie out results between the API and reporting, to build confidence in the data.
We're specifically looking to tie count of calls answered (count tAnswered), grouped by userID & queueID.
I'm not able to find any web report with these metrics / groupings - curious if you could point me in the right direction?
Would be great if there was some data export functionality where we could select metrics / dimensions for reports.
Thanks, David
tim.smith | 2019-02-21 16:38:48 UTC | #2
Take a look at the reporting documentation: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
Questions about OOTB reports should be posted to the PureCloud Community Forum.
dkrevitt | 2019-02-21 17:16:51 UTC | #3
Thoroughly reviewed the reporting dashboard + docs before posting this - don't see anything there to help on this front.
My question is mainly around QC - is there some way to export data from the admin to check that what we're pulling from the API ties out to what we'd expect?
tim.smith | 2019-02-25 16:19:38 UTC | #4
To reconcile the data, choose a report, look at the docs for the column you're interested in to see how it's calculated, then retrieve analytics data for the same calculation.
For example, if you're looking at the Queue Metrics Interval Report, the column Avg Talk is described as "Calculated by: Total Talk time/ Count of interactions with Talk time." Looking at the available metrics, that would be the sum value for tTalk divided by the count value for tTalk. Run the report for the same queue/interval as your analytics query and the numbers should match.
dkrevitt, post:3, topic:4642
is there some way to export data from the admin
You can download reports.
system | 2019-03-27 16:19:11 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: 4642