Currently, we are using the Queue Chart Report > Messaging to filter our Queues and retrieve the Total Inbound Engagement Messages Sent and Total Outbound Engagement Messages for the total texts per Queue (see attached image).
What we need now is to identify where or how we can extract the messaging counts broken down by agent for each Queue.
We attempted to use the API – List Historical Detail Reports to achieve this. However, the extracted data only provides the counts for the initial message attempts by clients or agents, rather than the complete engagement counts (including all back-and-forth interactions between the two).
We would appreciate your assistance in finding a solution to extract the detailed messaging counts we need. This will also help us cross-check the totals against the Queue Chart Report.