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01-20-2025 10:33 AM - edited 01-20-2025 11:42 AM
Hello everyone, good afternoon! I hope you are all well. I have a question and would appreciate your help. We recently activated the virtual agent in our company and I would like to know where I can monitor the support queue, how many interactions each agent has handled, how many interactions were lost, and all the other indicators for this channel. Tks !
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01-21-2025 12:50 AM
1. Information about queues can be checked in
All > Advanced Work Assignment > Queues.
OR if using connect then in
All > Connect > Support Administration > Queues
2. To view interaction records showing how many of them assigned to which all agents
Just do "interaction.list" in filter navigator and hit enter the interaction table will appear which has all details you are looking for.
I hope this information helps.
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01-21-2025 12:50 AM
1. Information about queues can be checked in
All > Advanced Work Assignment > Queues.
OR if using connect then in
All > Connect > Support Administration > Queues
2. To view interaction records showing how many of them assigned to which all agents
Just do "interaction.list" in filter navigator and hit enter the interaction table will appear which has all details you are looking for.
I hope this information helps.
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01-23-2025 09:32 AM
Thank you friend for your feedback, it will certainly help me a lot.
