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Using queue_stats.queue_action

edited Dec 18, 2015 2:36PM in Reporting & Analytics for B2C Service 1 comment

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Hi Team, 

We're looking at using queue_stats.queue_action within a report, but the data dictionary only lists the 2 possible results as 'arrived' & 'handled' & no definitions/criteria of how they are met. 

Does anybody have any further info about the categories, for example, does a reopened status count within 'arrived'  or what criteria define handled? 

Thanks  

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