Matthew Taylor

Hi Clay Turk

Will the concurrent dataset be available via the API when the new data set is released?

Thanks!

Great thank you Ricardo!

Hi all,

How can I identify in explore the first Chat EngagenementID where an agent sent more than 0 messages? Ultimately I want to be able to use this to identify the First Engagement Dept for each chat so I can get volume related data for each Chat Department based on the First Dept that handled that chat. 

I'd use the Chat Department, but this updates to the Final Engagement Department...

e.g. If a Chat Comes into Customer Service - and is then Transferred to Technical Support and then Advanced Support. This would be 1 Chat with ideally 3 engagements (one for each Dept). The Chat Department would end up as Advanced Support.

I want to be able to run a report that counts the number of chats that initially landed in Customer Service (or Tech Support or Advanced Support)

I initially tried trimming the ".1" from the engagementid suffix .1 for first engagement and using that to populate a new attribute using Engagement DEpt - but this is not reliable as if the first enagement is missed, then the engagement dept is null.

Hopefully I have been overthinking this and there's a simple way to accomplish what I am trying to do, but I've so far come up against dead ends. Any help appreciated!