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Agent Direct Dialed Calls and Accurately Differentiating them from other Call types

  • 1.  Agent Direct Dialed Calls and Accurately Differentiating them from other Call types

    Posted 06-05-2025 18:32

    alan | 2024-08-13 18:42:57 UTC | #1

    What is the best indicator/identifier in API output, for a call that is an Agent Direct Dialed call vs formal queue routing approach to get to an agent. We are looking for a way to identify Agent direct dialed calls (via their DID's) for ingestion but we don't want any oher call types.

    https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-data-model

    Is it purpose = external?

    purpose|Enum (acd, agent, api, botflow, campaign, customer, dialer, external, fax, group, inbound, ivr, manual, outbound, station, user, voicemail, voicesurveyflow, workflow) |The participant's purpose.|

    Thanks!

    alan | 2024-08-13 19:03:54 UTC | #2

    This looks promising

    What does “Purpose” means for its each types in the conversation

    system | 2024-09-12 19:04:07 UTC | #3

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 27874



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