Determine cuánto tiempo dedica un agente a ello ACW

No hay ningún evento en el flujo de eventos del agente que indique cuánto tiempo permanece un contacto en el ACW estado y, por extensión, cuánto tiempo dedica un agente a elloACW. Sin embargo, hay otros datos en la secuencia de eventos del agente que se pueden utilizar para averiguarlo.

En primer lugar, identifique cuándo ingresó el contactoACW. Así es como debe hacerlo:

1. Identifique cuándo terminó (ENDED) la conversación entre el contacto y el agente.

2. Consulte el valor StateStartTimeStamp del evento.

Por ejemplo, en la siguiente salida del flujo de eventos del agente, el contacto entra en el ACW estado "StateStartTimestamp«: «2019-05-25T 18:55:27 .017 Z».

sugerencia

En la secuencia de eventos del agente, los eventos aparecen en orden cronológico inverso. Le recomendamos que consulte cada uno de los siguientes ejemplos comenzando desde abajo.

{
    "AWSAccountId": "012345678901",
    "AgentARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent/agent-ARN",
    "CurrentAgentSnapshot": {
        "AgentStatus": {
            "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN",
            "Name": "Available",  //This just refers to the status that the agent sets manually in the CCP. 
                It means they are ready to handle contacts, not say, on Break.  
            "StartTimestamp": "2019-05-25T18:43:59.049Z"
        },
        "Configuration": {
            "AgentHierarchyGroups": null,
            "FirstName": "(Removed)",
            "LastName": "(Removed)",
            "RoutingProfile": {
                "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
                "DefaultOutboundQueue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "InboundQueues": [
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                        "Name": "BasicQueue"
                    },
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue",
                        "Name": "PrimaryQueue"
                    }
                ],
                "Name": "Basic Routing Profile"
            },
            "Username": "(Removed)"
        },
        "Contacts": [
            {
                "Channel": "VOICE",
                "ConnectedToAgentTimestamp": "2019-05-25T18:55:21.011Z",
                "ContactId": "ContactId-1",  //This is the same contact the agent was working on when their state was CONNECTED (below). 
                    Since it's still the same contact but they aren't connected, we know the contact is now in ACW state.
                "InitialContactId": null,
                "InitiationMethod": "OUTBOUND",  //This indicates how the contact was initiated. OUTBOUND means the agent initiated contact with the customer. 
                    INBOUND means the customer initiated contact with your center.
                "Queue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "QueueTimestamp": null,
                "State": "ENDED",  //This shows the conversation has ended. 
                "StateStartTimestamp": "2019-05-25T18:55:27.017Z"  //This is the timestamp for the ENDED event (above), 
                    which is when the contact entered ACW state.
            }
        ]
    },
    "EventId": "EventId-1",
    "EventTimestamp": "2019-05-25T18:55:27.017Z",
    "EventType": "STATE_CHANGE",  //This shows that the state of the contact has changed; above we can see the conversation ENDED. 
    "InstanceARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111",
    "PreviousAgentSnapshot": {
        "AgentStatus": {
            "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN",
            "Name": "Available", //This just refers to the status that the agent sets manually in the CCP. 
                It means they were ready to handle contacts, not say, on Break.  
            "StartTimestamp": "2019-05-25T18:43:59.049Z"
        },
        "Configuration": {
            "AgentHierarchyGroups": null,
            "FirstName": "(Removed)",
            "LastName": "(Removed)",
            "RoutingProfile": {
                "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
                "DefaultOutboundQueue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "InboundQueues": [
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                        "Name": "BasicQueue"
                    },
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue",
                        "Name": "PrimaryQueue"
                    }
                ],
                "Name": "Basic Routing Profile"
            },
            "Username": "(Removed)"
        },
        "Contacts": [
            {
                "Channel": "VOICE",  //This shows the agent and contact were talking on the phone. 
                "ConnectedToAgentTimestamp": "2019-05-25T18:55:21.011Z",
                "ContactId": "ContactId-1",  //This shows the agent was working with a contact identified as "ContactId-1".
                "InitialContactId": null,
                "InitiationMethod": "OUTBOUND",
                "Queue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "QueueTimestamp": null,
                "State": "CONNECTED",  //This shows the contact was CONNECTED to the agent, instead of say, MISSED. 
                "StateStartTimestamp": "2019-05-25T18:55:21.011Z"  //This shows when the contact was connected to the agent.
            }
        ]
    },
    "Version": "2019-05-25"
}

A ACW continuación, determine cuándo se fue un contacto. Así es como debe hacerlo:

1. Encuentra dónde no CurrentAgentSnapshot tiene contactos y el estado del contacto que aparece entre PreviousAgentSnapshot igualesENDED.

   Como el CHANGE evento STATE _ también se produce cuando se cambia la configuración del agente, por ejemplo, cuando se le asigna un perfil de enrutamiento diferente, este paso confirma que tiene el evento correcto.

2. Encuentre dónde está EventType = "STATE_CHANGE».

3. Observe su valor EventTimeStamp.

Por ejemplo, en el siguiente archivo de flujo de eventos del agente, el contacto se fue ACW en "EventTimestamp«: «2019-05-25T 18:55:32.022 Z».

{
    "AWSAccountId": "012345678901",
    "AgentARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent/agent-ARN",
    "CurrentAgentSnapshot": {
        "AgentStatus": {
            "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN",
            "Name": "Available",  //This just refers to the status that the agent sets manually in the CCP. It means they 
                are ready to handle contacts, not say, on Break. 
            "StartTimestamp": "2019-05-25T18:43:59.049Z"
        },
        "Configuration": {
            "AgentHierarchyGroups": null,
            "FirstName": "(Removed)",
            "LastName": "(Removed)",
            "RoutingProfile": {
                "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
                "DefaultOutboundQueue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "InboundQueues": [
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                        "Name": "BasicQueue"
                    },
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue",
                        "Name": "PrimaryQueue"
                    }
                ],
                "Name": "Basic Routing Profile"
            },
            "Username": "(Removed)"
        },
        "Contacts": []  //Since a contact isn't listed here, it means ACW for ContactId-1 (below)
            is finished, and the agent is ready for a new contact to be routed to them. 
    },
    "EventId": "477f2c4f-cd1a-4785-b1a8-97023dc1229d",
    "EventTimestamp": "2019-05-25T18:55:32.022Z",  //Here's the EventTimestamp for the STATE_CHANGE event. This is when
        the contact left ACW.
    "EventType": "STATE_CHANGE",  //Here's the STATE_CHANGE
    "InstanceARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111",
    "PreviousAgentSnapshot": {
        "AgentStatus": {
            "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/agent-state/agent-state-ARN",
            "Name": "Available",  //This just refers to the status that the agent sets manually in the CCP. 
                It means they were at work, not say, on Break. 
            "StartTimestamp": "2019-05-25T18:43:59.049Z"
        },
        "Configuration": {
            "AgentHierarchyGroups": null,
            "FirstName": "(Removed)",
            "LastName": "(Removed)",
            "RoutingProfile": {
                "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/routing-profile/routing-profile-ARN",
                "DefaultOutboundQueue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "InboundQueues": [
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                        "Name": "BasicQueue"
                    },
                    {
                        "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-PrimaryQueue",
                        "Name": "PrimaryQueue"
                    }
                ],
                "Name": "Basic Routing Profile"
            },
            "Username": "(Removed)"
        },
        "Contacts": [
            {
                "Channel": "VOICE",
                "ConnectedToAgentTimestamp": "2019-05-25T18:55:21.011Z",
                "ContactId": "ContactId-1",  //This is the ContactId of the customer the agent was working on previously. 
                "InitialContactId": null,
                "InitiationMethod": "OUTBOUND",
                "Queue": {
                    "ARN": "arn:aws:connect:us-east-1:012345678901:instance/aaaaaaaa-bbbb-cccc-dddd-111111111111/queue/queue-ARN-for-BasicQueue",
                    "Name": "BasicQueue"
                },
                "QueueTimestamp": null,
                "State": "ENDED", //The ACW for ContactId-1 has ended.  
                "StateStartTimestamp": "2019-05-25T18:55:27.017Z"
            }
        ]
    },
    "Version": "2019-05-25"
}

Por último, para calcular el tiempo que el contacto estuvo en ese ACW estado y, por lo tanto, cuánto tiempo pasó el agente trabajando en él:

• Resta el "StateStartTimestamp«: «2019-05-25T 18:55:27 .017 Z» del "«: «2019-05-25T 18:55:32 .022 Z». EventTimestamp

En este ejemplo, el agente dedicó ACW 5,005 segundos a hacer -1. ContactId