Using the Interactions search in Performance/Workspace, we can add a column named First Queue to the results that indicate which queue the call entered first.
I would like to know where this attribute comes from, as I need to introduce some extra Architect actions based on the first queue.
I've had a poke around the APIs but cannot find what I need. It has to be accessible somewhere, right?
It's not an attribute, it's a formula. It's simply looking for which queue was first in the conversation tree.
You would have to parse the ACDs participants of the active conversation by segment start and return the first / earliest one to replicate it.
There's minimal additional overhead for them to include it as a column in the interactions view because that view already has the full conversation and has to flatten the whole queue and skill tree anyway so they can cheat and peel it off from there.
Thanks for the quick and informative response.
Not the answer I was hoping for but much appreciated nonetheless.
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