How to Report on Available Chat Agents for HR Help Desk Requests? (Doc ID 2981126.1)

Last updated on OCTOBER 31, 2023

Applies to:

Goal

On :  11.13.23.07.0 version, Analytics

Customer needs a BI report to see which Help desk agents are logged in and available for Chat  

They tried following report as following but even for agents that are present and available, it shows

"# of Agents online for a Queue" as 0
"# of Agents not available for a Queue" as 1

SELECT
  "CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Employee"."Employee Email Address" s_1,
  "CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Employee"."Employee First Name" s_2,
  "CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Employee"."Employee Login Name" s_3,
  "CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Omni Channel Event"."Channel Type" s_4,
  "CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Service Queue"."Queue Name" s_5,
  "CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Service Queue"."Queue Number" s_6,
  DESCRIPTOR_IDOF("CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Omni Channel Event"."Channel Type") s_7,
  SORTKEY("CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Omni Channel Event"."Channel Type") s_8,
  "CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Omni Channel Queue Resource Facts"."# of Agents Available for a Queue" s_9,
  "CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Omni Channel Queue Resource Facts"."# of Agents Not Available for a Queue" s_10,
  "CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"."Omni Channel Queue Resource Facts"."# of Agents Online for a Queue" s_11
FROM "CRM/Help Desk - Omni Channel Queue Resource Availability Real Time"
WHERE
("Omni Channel Event"."Channel Type Code" = 'ORA_SVC_CHAT')
ORDER BY 9 ASC NULLS LAST, 5 ASC NULLS LAST, 8 ASC NULLS LAST, 6 ASC NULLS LAST, 3 ASC NULLS LAST, 2 ASC NULLS LAST, 4 ASC NULLS LAST, 7 ASC NULLS LAST
FETCH FIRST 75001 ROWS ONLY

Ref: https://docs.oracle.com/en/cloud/saas/sales/faoec/CRMHelp-Desk--Omni-Channel-Queue-Resource-Availabi-SA-17.html#CRMHelp_Desk__Omni_Channel_Queue_Resource_Availabi_SA_17_d1e13648

Solution

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