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Status Under review
Created by Seymour Liao
Created on Apr 14, 2022

Cross Reference Call ID in Agent State History Reporting API

When trying to perform deep dive analyses on agent efficiency and effectiveness some of the most granular and thus most useful data can be queried from the Agent State History reporting API (https://developer.niceincontact.com/API/ReportingAPI#/Reporting/getAgentStateHistory). This data represents every second of an agent’s time. For states in which an agent is active on a call, it would be very helpful if the state history records cross referenced the Call ID. This would enable the analyst to develop an understanding of an issue from both the customer’s and the agent’s perspectives.