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What is the difference between Support and Unified as Channel options?
Posted Jan 17, 2024
What is the distinction between Support and Unified in the channel options for Omnichannel: Agent State Dataset?
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Posted Jan 17, 2024
What is the distinction between Support and Unified in the channel options for Omnichannel: Agent State Dataset?
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5 comments
Gab
Each dataset has their corresponding metrics and attributes that you can use depending on the report you're looking to build. Your Zendesk data is split into different datasets.
Use this article to help choose the right dataset for your reports and to learn more advanced information about how datasets store your business information: Understanding datasets
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Yasser Taraka
I understand that datasets are different and have different purposes and metrics, my question was about the Omnichannel: Agent State dataset and specifically the Channel attribute within this dataset.
It includes the values "Unified" and "Support", what is the difference between the Unified channel within the Agent State data set and Support channel?
Your documentation does not specify this, could it be that "Support" channel means tickets where agents did not set a unified status and "Unified" captures all the interactions where unified agent status was set?
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Gab
That's right! The Agent state contains metrics and attributes that relate to when a unified agent status is set and how long they’re in that state. These values include Unified agent statuses - unified away, unified offline, unified online, and unified transfers only. Whereas in Support, there are only two agent state - Online and Offline. The statuses away, invisible, offline, online, and transfers only depends on the Channel the agent states relate to, where unified agent status was not set.
I hope this clarifies your concern.
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Yasser Taraka
Hey Gab, I still don't fully understand. I just set the channel to Support and it showed me the following statuses: Away, Online, Transfer Only and Offline (and not just Online and Offline).
I still do not grasp the difference between the 2 channels in terms of reporting and between Unified Online and Online statuses.
Do we have to select both channels for optimal and all-inclusive results?
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Gab
I've gone ahead and created a ticket on your behalf to further discuss your use-case.
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