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  • 1.  ANI for Abandon calls?? Rookie Question

    Posted 08-09-2018 14:28
    No replies, thread closed.
    Hello!  Just launched this week and noticed a spike in AR in one of our departments.  Can anyone point me in the right direction for a report or view in Purecloud that would display the call details for troubleshooting purposes?

    Thanks in advance!

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    Jeff Kamin
    EnvisionRxOptions
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  • 2.  RE: ANI for Abandon calls?? Rookie Question

    Posted 08-09-2018 14:36
    No replies, thread closed.
    https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: ANI for Abandon calls?? Rookie Question

    Posted 08-09-2018 14:56
    No replies, thread closed.
    Thank you, is there a way to see each individual ANI that abandoned?

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    Jeff Kamin
    EnvisionRxOptions
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    Original Message


  • 4.  RE: ANI for Abandon calls?? Rookie Question

    Posted 08-09-2018 15:32
    No replies, thread closed.
    For that, I would use the Interactions view, https://help.mypurecloud.com/articles/interactions-view/.  You can filter by Abandoned.  When you click on an individual interaction it will take you to a details page that includes the ANI.



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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 5.  RE: ANI for Abandon calls?? Rookie Question

    Posted 08-09-2018 15:44
    No replies, thread closed.
    Thanks again, that gets me the additional detail!  Is it available in a report as well or no?  Sorry for so many questions!

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    Jeff Kamin
    EnvisionRxOptions
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    Original Message


  • 6.  RE: ANI for Abandon calls?? Rookie Question

    Posted 08-09-2018 16:45
    No replies, thread closed.
    I'm not very familiar with the reports but I didn't see one for that.  You could query the api yourself and write your own report.

    The endpoint to use is 
    https://developer.mypurecloud.com/api/rest/v2/analytics/index.html#postAnalyticsConversationsDetailsQuery
    Here's a sample request body
    {{ "interval": "2018-08-08T04:00:00.000Z/2018-08-09T04:00:00.000Z", "order": "desc", "orderBy": "conversationStart", "paging": { "pageSize": 1, "pageNumber": 51 }, "segmentFilters": [{ "type": "and", "predicates": [{ "dimension": "mediaType", "value": "voice" }] }, { "type": "or", "predicates": [{ "dimension": "direction", "value": "inbound" }, { "dimension": "direction", "value": "outbound" }] }], "conversationFilters": [{ "type": "and", "predicates": [{ "type": "metric", "metric": "tAbandon", "operator": "exists" }] }], "evaluationFilters": []}

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    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: ANI for Abandon calls?? Rookie Question

    Posted 08-10-2018 08:36
    No replies, thread closed.
    The interactions view will be available as a data export very soon. At that point, you'll be able to apply all of your filters in the view, click the export button, and get a CSV file to your PureCloud Inbox.

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    Maisey Harris
    Team Lead, Sr. Software Engineer
    Genesys
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    Original Message


  • 8.  RE: ANI for Abandon calls?? Rookie Question

    Posted 08-10-2018 09:41
    No replies, thread closed.
    The easiest way in my opinion - Performance --> Interactions --> Select Date and filter by Queue & Abandoned and All duration's.
    Hope this helps!

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    Jack Blakey
    Clearent LLC
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    Original Message


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