Reporting and Analytics for Service

Get Involved. Join the Conversation.

Topic

    Pavol Procka
    Chat Low Volumes Alert
    Topic posted September 12, 2019 by Pavol ProckaSilver Crown: 22,500+ Points, last edited September 12, 2019 
    19 Views, 5 Comments
    Title:
    Chat Low Volumes Alert
    Summary:
    Alert to fire if no chats have been received in a Queue
    Content:

    Our management has put forward a requirement to alert if no chats have been received in a queue for a specific amount of time. So far so good, this part is simple. The problem is, it should only fire if at the same time, there were chats in that queue the previous day (if there were none the day before, it would be assumed the channel is closed). Any ideas how to aproach this?

    Many Thanks

    Pavol

    Version:
    18A

    Comment

     

    • Gursimran Singh Saini

      Tables:
      Root Table: queues
      Child Table: chats, chats2
      Yes, you have to join the "chats" table twice with "queues" table.

      Two filters in AND node:
      - chats.requested = previous day
      - chats2.requested = current day

      Create an Exception:
      if(chats.chat_id IS NOT NULL & date_diff(sysdate(),max(chats2.requested)) / 60 <= 30 | chats2.chat_id IS NULL, 1, 0)
      Which translates to: (Chats were requested yesterday) AND (the latest chat today was requested at least 30 minutes ago OR no chat was requested today at all)

      Create a Report Schedule with an Alert. The Alert will fire only if the Exception created above is met at least 1 time.

      There you go.

       

    • Pavol Procka

      Hi Gursimran,

       

      thanks for the tip, and I tried, however the problem is that the alerts do not seem to fire if the report is empty.

      The requirement has even changed slightly, management actually wants to be alerted if there were no chats in a queue for the last two days. So no chats -2 days & no chats -1 day -> send alert today, however this does not change the fact that I am trying to alert based on an empty report. Tried setting "Display 0 if No Value" but it still is not displaying anything when I run the report. Not sure if this is "works as designed" or maybe a bug that would be worth reporting?

      I tried a few combinations of the exception but still no luck. Any other suggestions?

       

    • Sebastiaan Draaisma

      Maybe use a date_group in your report. This will show 0 values

      This function lets you group records together according to a date range that you specify, and include rows for date ranges that have no associated records.

    • Pavol Procka

      Hi Sebastiaan,

       

      that seems to work if there is anything in at least one of the result rows... when I run it for a queue that had 1 chat 2 days ago and 0 chats yesterday, then it shows me 2 days ago = 1 and 1 day ago = 0.

      But when I tried running it for a queue that had no chats in teh last two days, the report still comes out empty, instead of showing two rows of 0s....

    • Sebastiaan Draaisma

      I had to test it to believe it but you are right :-)

      Another alternative may be to enter some data through a custom script.
      Custom script counts the rows in the report and if null, enter some data in the exit object