How can I see how many e-mails have been transferred and waiting for a certain Agent Group?
And can I also see how many e-mails are open in certain workbins?
Is it possible to create statistics for this?
Or even by using InfoMart as we just can’t seem to see anything in reporting that has been transferred or sitting in a workbin. Destination source would be helpful.
Might be useful for someone:
Finally figured out how to see where an e-mail is transferred to in WDE by checking URS logs and adding the GD_TransferTargetId to Interaction Management - Template For Displayed Columns Configuration of Interaction Queue in WDE client.
Now to figure out how to show this in Pulse.
Instead of working with workbins and transferred attribute, you can use routing to peg a different VQ to have all the required statistics. I did it by the past, much easier to report on and IXN Q, Workbin, etc.
Could you elaborate on that? I don’t really understand what you mean.
Found this answer on a similar question:
“The statistic for workbin exist in Multimedia BPR Extension that is a part of restricted Multimedia Reporting Toolkit and supported by Profesional Services only.”
Does anyone know what the Multimedia BPR Extension is?
Business process reporting
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