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Modify Agent Activity Report to count all responses send by Agent

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edited May 6, 2016 8:50PM in Reporting & Analytics for B2C Service 1 comment

Content

We are looking at Oracle's OOTB report - Agent Activity. Report ID: 55

We are trying to capture

  1. Outgoing emails by the Agents
  2. and emails that are being responded to more than once. For example, customer emails agent. Agent replies back. Customer responds right away and Agent replies back again. Currently the 'Responses' column only captures 1 response vs. 2 for that interval.

Any assistance on the matter is greatly appreciated.

Thank you

Ajay John

Version

Feb 2014

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