Is there a way to differentiate our interactions between those waiting on phone and those who have requested a call back via QueueBuster? Apologies if I have missed this, I have looked at a couple of options and cannot see a way.
From the interactions report, I would like to see which interactions were completed as a result of the QueueBuster, Currently all appear as inbound and I cannot see a way to filter or differentiate these. If there is an API available happy to take this into Power BI to do.
Ideally we would like to be able to also view the following however the above is my highest priority.
View the breakdown of how long the customer queued for before selecting QueueBuster and how long the waited for the callback.
On a dashboard split up the queuing calls and longest wait time to live calls v QueueBuster calls.
I have tried exporting the interactions report from Converse and the QueueBuster History from the Admin reports for me to look up and compare myself however the ID for the QueueBuster report does not match the interaction ID on the interaction report (I can only see this when clicking into each individual interaction and viewing the events) so unable to compare easily.
Any help or advice would be appreciated.