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What type of Analytics API query would you use to determine how many interactions are ongoing/waiting right now as well as which agents are available?
Suggested Answer: D
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12 comments · newest first
CO
Cory
3 days ago
I thought A) Conversation Detail Record might work too, but not sure.
AM
Amos
8 days ago
Totally agree, D is the right choice!
CA
Casey
13 days ago
I'd go with D) Queue Observations query for that.
AG
Agustin
18 days ago
Just to clarify, does D really show available agents?
CH
Christoper
24 days ago
I thought B could work too, but D makes more sense.
JO
Johanna
29 days ago
Wait, are we sure about that? What about A?
YO
Yolande
1 month ago
Totally agree, D seems to fit perfectly!
SE
Serina
1 month ago
I think D) Queue Observations query is the right choice.
YA
Yan
1 month ago
I’m confused; I thought Conversation Detail Record queries were for specific interactions, not for checking current statuses.
LE
Leatha
2 months ago
I feel like we practiced a similar question, and I think it was about monitoring ongoing interactions, which makes me lean towards the Queue Observations query too.
MI
Mirta
2 months ago
I'm not entirely sure, but I remember something about Conversation Aggregates being used for overall stats rather than real-time data.
LI
Lindsey
2 months ago
I think the Queue Observations query might be the right choice since it deals with current interactions and agent availability.