We have a queue configured with Bullseye routing, and leadership is curious about how often calls in queue are hitting the higher ring number and how often historical calls are being accepted by agents with the higher ring number. I understand that we can derive this moving forward by extracting both the routing/ring settings on the queue compared to the wait time and the queue's membership with the ring numbers. However, if either of these configurations have changed in the past, is there a way to know the highest ring number was hit on an ACD session and/or the ring number for the agent that accepted the call at the time they accepted it?
if you're including the routingRing dimension in your aggregate group by you will always know what ring was reached at a specific point in time. You'll have to do additional aggregating though to find the max of those rings by queue though, because you'll get a group of metrics per ring/queue combination achieved. You can't get the max of a dimension natively from the API and there's no routing ring metric.
Ah, I now see the relevant dimensions in the conversation details endpoint. I'm confused by my particular examples because requestedRoutings=Bullseye, usedRouting=Standard, and even though the sample calls I am reviewing are clearly expanding the agent pool based on the bullseye routing rules on the queue, neither the agentBullseyeRing nor the routingRing attributes are populating. I might have to send this to customer care to diagnose, or is there a reason why the routing rules would reflect as Standard when the clearly exhibited behavior is Bullseye? Thanks!
I haven't seen that behavior.
I had some that were showing oddly beause the WFM people were manually assigning them to people when they waited too long for their respective rings, but those didn't show up as normal, it just vacated the requested and removed skills. Customer care had to explain that one to me because I hadn't realized they could even do that, so yours may be a similar gotcha.
Thanks for the idea. I will submit a customer care case. I am pretty confident that nobody is pushing individual calls to agents but maybe some other oddity is coming up. Do you have an overview on why a conversation might have requestedRoutings=Bullseye and usedRouting=Standard, or if usedRouting=Standard why a conversation's agent pool would expand similar to Bullseye routing? Thanks!
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.