您位於此處：
工作人員或機器人轉移報告範例查詢
使用這些範例查詢來監視 WhatsApp 參與,方法是追蹤傳送給工作人員或機器人的交談數目以進行解決。
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需要工作人員或機器人轉移的交談數
此查詢會依旅程和活動詳細資料將資訊分組。傳回的資訊包含對話計數和適用的管道。您可以使用指定的期間篩選。
SELECT
ssot__WorkflowId__c,
COUNT(*) AS COUNT
FROM
ssot__MessageEngagement__dlm
WHERE
ssot__EngagementChannelActionId__c = 'ROUTE' AND
ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
ssot__EngagementDateTm__c BETWEEN from_iso8601_timestamp('START_DATE') AND
from_iso8601_timestamp('END_DATE')
GROUP BY
ssot__WorkflowId__c需要工作人員或機器人轉移的交談數,平均轉移時間
此查詢會依旅程和活動詳細資料將資訊分組。傳回的資訊包括對話計數、旅程名稱、活動名稱和適用的管道。您可以使用指定的期間篩選。
SELECT
e.ssot__SendTimePhoneNumber__c AS contact,
e.ssot__EngagementDateTm__c AS transferred_event_time,
MAX(p.ssot__EngagementDateTm__c) AS transfer_event_time,
e.ssot__EngagementDateTm__c AS message_after_transfer_time,
date_diff(
'second',
MAX(p.ssot__EngagementDateTm__c),
e.ssot__EngagementDateTm__c
) AS time_difference_seconds,
e.ssot__SenderCode__c AS senderCode
FROM
ssot__MessageEngagement__dlm p
INNER JOIN ssot__MessageEngagement__dlm e ON
e.ssot__EngagementChannelActionId__c = 'ROUTE' AND
e.ssot__EngagementDateTm__c > p.ssot__EngagementDateTm__c AND
e.ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
e.ssot__SendTimePhoneNumber__c = p.ssot__SendTimePhoneNumber__c AND
e.ssot__SenderCode__c = p.ssot__SenderCode__c
GROUP BY
e.ssot__SendTimePhoneNumber__c,
e.ssot__EngagementDateTm__c,
e.ssot__SenderCode__c需要工作人員或機器人轉移的交談數,且轉移前的平均訊息數
此查詢會依旅程和活動詳細資料將資訊分組。傳回的資訊包括對話計數、轉移前的平均訊息數、旅程名稱和適用的管道。您可以使用指定的期間篩選。
SELECT
COUNT(*) AS numberOfMessagesSendBeforeTransfer,
e.ssot__SendTimePhoneNumber__c,
e.ssot__SenderCode__c
FROM
ssot__MessageEngagement__dlm e
LEFT JOIN ssot__MessageEngagement__dlm p ON
p.ssot__EngagementChannelActionId__c = e.ssot__EngagementChannelActionId__c AND
p.ssot__EngagementNotesTxt__c = 'MARKETING_CLOUD_ENGAGEMENT' AND
e.ssot__SendTimePhoneNumber__c = p.ssot__SendTimePhoneNumber__c AND
e.ssot__SenderCode__c = p.ssot__SenderCode__c AND
(
p.ssot__EngagementChannelActionId__c = 'SEND_STATUS' OR
p.ssot__EngagementChannelActionId__c = 'INBOUND'
)
WHERE
e.ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
e.ssot__EngagementChannelActionId__c = 'ROUTE'
GROUP BY
e.ssot__SendTimePhoneNumber__c,
e.ssot__SenderCode__c轉移與無法轉移的對話百分比
此查詢會依錯誤原因代碼將資訊分組。傳回的資訊包括轉移計數、錯誤計數、錯誤代碼和失敗原因。您可以使用旅程名稱和指定的期間來篩選。
SELECT
ssot__WorkflowId__c,
(
COUNT(
CASE
WHEN ssot__MessageRecipientSendStatus__c is NOT NULL THEN 1
END
) / COUNT(*)
) * 100 AS percentageOfError
FROM
ssot__MessageEngagement__dlm
WHERE
ssot__EngagementChannelActionId__c = 'ROUTE' AND
ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
ssot__EngagementDateTm__c BETWEEN from_iso8601_timestamp('START_DATE') AND
from_iso8601_timestamp('END_DATE')
GROUP BY
ssot__WorkflowId__c轉移與第一個機器人或工作人員連絡之間經過的時間
此查詢會依錯誤原因代碼將資訊分組。您可以傳回個別層級或依管道識別碼彙總的資訊。傳回的資訊包括轉移計數、平均等候時間、數字或管道、錯誤代碼,以及失敗原因。您可以使用旅程名稱和指定的期間來篩選。
SELECT
e.ssot__SendTimePhoneNumber__c AS contact,
e.ssot__EngagementDateTm__c AS transfer_event_time,
MIN(e.ssot__EngagementDateTm__c) AS message_after_transfer_time,
date_diff(
'second',
e.ssot__EngagementDateTm__c,
MIN(p.ssot__EngagementDateTm__c)
) AS time_difference_seconds,
e.ssot__SenderCode__c AS senderCode
FROM
ssot__MessageEngagement__dlm p
INNER JOIN
ssot__MessageEngagement__dlm e ON
p.ssot__EngagementChannelActionId__c = 'ROUTE' AND
e.ssot__EngagementDateTm__c = p.ssot__EngagementDateTm__c AND
e.ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING') AND
e.ssot__SendTimePhoneNumber__c = p.ssot__SendTimePhoneNumber__c AND
e.ssot__SenderCode__c = p.ssot__SenderCode__c
WHERE
p.ssot__EngagementNotesTxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING')
GROUP BY
e.ssot__SendTimePhoneNumber__c,
e.ssot__EngagementDateTm__c,
e.ssot__SenderCode__c轉移對話所花費的時間
傳回的資訊包括轉移計數、在 Service Cloud 中解決個案前聊天所花費的平均時間,以及數字或管道。您可以使用旅程名稱和指定的期間來篩選。
SELECT
e.ssot__sendtimephonenumber__c AS contact,
e.ssot__engagementdatetm__c AS transfer_event_time,
Min(e.ssot__engagementdatetm__c) AS message_after_transfer_time,
date_diff(
'second',
Min(p.ssot__engagementdatetm__c),
Max(p.ssot__engagementdatetm__c)
) AS time_spend_agent,
e.ssot__sendercode__c AS senderCode
FROM
ssot__messageengagement__dlm p
INNER JOIN ssot__messageengagement__dlm e ON
p.ssot__engagementchannelactionid__c = 'ROUTE' AND
e.ssot__engagementdatetm__c = p.ssot__engagementdatetm__c AND
e.ssot__engagementnotestxt__c = 'ENGAGEMENT_SERVICE' AND
e.ssot__sendtimephonenumber__c = p.ssot__sendtimephonenumber__c AND
e.ssot__sendercode__c = p.ssot__sendercode__c
WHERE
p.ssot__engagementnotestxt__c IN ('SERVICE_CLOUD', 'DIGITAL_MARKETING')
GROUP BY
e.ssot__sendtimephonenumber__c,
e.ssot__engagementdatetm__c,
e.ssot__sendercode__c此文章是否解決您的問題？
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