I'm attempting to bottom-up build metrics that match the Queue Performance results. I've exported historical inbound interactions as CSV's, but am struggling to get the numbers to align.
I believe this is due to the fact that calls spanning multiple queues due to transfers are all listed as a single interaction in my data dump. As a result, the metrics like Total Talk don't accurately represent the itemized time the agent from each individual queue in the interaction spent talking (but presumably this is calculated properly in the queue performance summary).
Is there a way to have exports that are decomposed to multi-line for each leg of the interaction, but with a shared Conversation ID so that I can still roll up to count distinct high level Interactions?