Hi all,
I configured some skillgroup as members of a queue, with standard routing.
I cannot figure out how to know how many calls in this queue are answered by skillgroup1 or skillgroup2 .
There is a way to know this information?
In skill performance we don't have any skills to look at.
Best Regards
Francesca
I think your problem is Skill group isn't a dimension, it's not an attribute of anything, it's a calculation that occurs during routing so I don't think there is any native reporting built yet to track that, either because it's still in preview or because nobody considered you'd expect to be able to report on it.
On a call by call basis I think you can see it via the conversation record
Under Participant -> Sessions -> AgentGroup with a call routed via skill group having a value of SkillGroup in agentGroupType
But caveat I am not in the preview so can't confirm that.
Also note you'll only get the ID of the group, you'd have to maintain a reference to translate it to something meaningful, but that also implies if you run an aggregate query and group by the groupid you could potentially get call volume by group id that way.
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.