How To Get Agent “AssignedAt” Time And “AssignedTo” Tag From The Activities REST API
(Doc ID 2427209.1)
Last updated on AUGUST 14, 2018
Applies to:Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.
The reporting need of customer is to find out "How long an agent is taking to respond".
In other words, "what is the average speed of answering a customer query".
So, this KPI can be achieved only if we have something like "AssignedAt" tag in the activities JSON.
If we get that tag, then our formula can be as below:
Formula = sum over all messages[(message.PostedAt - activities.AssignedAt)]/count of messages
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