[SOLVED] Interactions Processed KPI in Workspace

[vma]

Hey,
I would like to display in WDE 8.5, in the My Statistics tab the KPI of how many emails were responded that day by the agent. I have configured Workspace to display Interaction_Processed but it always shows higher numbers since it increments when I hit reply (for the inbound email) and when I hit Send (for the outbound reply one). I wanted to use a filter:

PairExists("MediaType","email")&PairExists("Queue","email-outbound")&PairExists("InteractionSubtype","OutboundReply")

This filter works in CCPulse but is not working in WDE. Also I cannot see anything about filters in WDE documentation so I assume it's not capable to use filters since the metric is incremented twice with or without the filter. Any ideea how to do this?

My statistic is:
[KPI-InboundEmails]
description=Antal besvarede e-mails (Done)
evaluation-display=Evaluation
Filter=Proceesed
period=OneDay
statistic-name=Interactions_Processed

[vma]

I have managed to fix this but run into another problem. First, the fix was that the Filter keyword is case sensitive so you have to use filter with lowercase not "Filter".
Still the issue is that Interaction_Processed is incremented by 3 for each email that is responded.
It increments by 1 the moment I press reply as I'm terminating the inbound but then when I send the reply it increments by 2 more.
I guess this is because it counts the Place in Queue once as the outbound goes to outbound IQ and the one more as I have a Stop interaction block in the outbound routing strategy with 'Sent' reason.
Should I remove this block?

Regards,
Mihai

[Kubig]

You cannot remove this block without any customization within IWS/WDE. This has to be fixed on reporting level

[vma]

The block is in the routing strategy.
The documentation is saying that the calculation for interactions processed is:

Total Timed Out + Total Placed to Queue + Total Stopped Processing + Total Transferred

So I thought that it's calculating both placed to queue and stopped for the same outbound interaction but it's still 2 after removing the stop interaction block in the routing.
I really don't understand how this statistic is calculated and it affects the AHT on the agent

Since this is a total different thing, regarding CCPulse I will open a different topic