When trying to view the historic analytics dashboard in Omnichannel for a specific queue, the session counts aren't adding up. To reach the view below, I have clicked on Queue tab > Session Metrics by Date > Session Summary.
As you can see from the figures below, Incoming sessions (the number of sessions initiated by a customer) = 109 but Engaged essions (42) + Sessions rejected count (6) + Sessions timed out (42) = 90.
Where are the other 19 sessions if they weren't answered, rejected or timed out?
You can use Routing Diagnostics to check the details of incoming sessions for the day.
For accepted sessions, you can see the assigned agent.
Best Regards, Dengliang Li
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