Survey report for Interaction table

[soumyadaggula]

Hi Team  , 
I am trying pull a survey report for Incident , Interaction , RITM , I see assignment group data for Incident and RITM's but not for Interactions , Cloud you please guide me 

[Arpan Baishya]

Hi @soumyadaggula,

Are those interactions of type 'chat'? If they were handled via only Virtual Agent, and not transferred to a live agent, then the assignment group would remain empty. 

[soumyadaggula]

Hello @Arpan Baishya 

These are interactions answered Via Phone by helpdesk agents.

[Arpan Baishya]

Hi @soumyadaggula, 

Please check if there is an existing Service Channel for the work items you're dealing with, where there should be a condition that goes like 'Type is Phone'. If so, verify if there are queues created for agents to work with items that would be routed to them on the basis of Work item routing condition.

Next, check if there is an AWA Assignment Rule (under the Assignment Eligibility tab on the Queue form). This rule would determine which group the work item would go to after the routing condition has been satisfied.

Hope this helps.