Interaction Record with Channel and Queue details

[Amego1]

Hi All,

Migrating from Connect Chat to Agent Chat. 

Two Questions:

1. In Agent Chat where do agents see (after accepting a chat) which queue the chat was routed too on the Interaction Record?

2. for reporting, I cant see how the Interaction record would be used directly (I see no link to the Channel or Queue), what table is used for the common metrics (time to accept/complete/abandond), is it awa_work_item?

Any input is much appreciated.

-Bill

[Eric Merkle]

Bill, Thanks for migrating. 

1. When an agent is accepting the card, it has already been sent to the queue/group to the agent. You can add some reports onto the homepage of workspace to show some agent-to-agent reports.  You can see the group it was routed to on the interaction. awa_work_item will show you the work item/queue and document(record)

2. I would recommend looking at the AWA operations dashboard to see the database views used for reporting. about 7 Database views and tables are used for it. 

Feedback is always welcome on how we can improve  

Best, 

Eric  

[Chris D · Accepted solution]

To add some detail to the previous good response:

1. Agents can't see this after accepting a chat because it's on the awa_work_item record, not interaction. But in Quebec, an Assignment Group field was added to the Interaction table, so if you want to do something like we did, you can create a custom business rule to set that field when the Assigned To changes. I don't think that field is set automatically otherwise.

2. Yes, awa_work_item is probably the best starting point and/or single point of data for metrics (though not the only one). The Interaction-to-Work Item relationship is an interesting one, but it helps to take the word "interaction" literally, because that's all that record is concerned about: the user's live interaction with the virtual and/or live agent. Also, Work Items are not limited to Interactions. With Advanced Work Assignment, any table (particularly Tasks) can be used, in which case they will also have Work Items created for them, which - if you want an analogy - basically act as the envelope that contains the item itself but is really just considered with the transit (assignment) of said item.

[Amego1]

I think I understand now, I'm thinking then on creating a field with code that will pull the Queue from the associated work item when the Assigned to changes (that way it's current if it's transferred..I think.. still new to the backend process)

Thank you both!