Tony_Nguyen | 2024-02-22 12:20:41 UTC | #1
In our business, we have a 48 hour SLA for our emails. I am looking to report on the number of outstanding emails that arrived in the queue on a particular day. For example, we had 800 emails offered on the 20th and would like to see today (22nd) how many of those emails that arrived on the 20th are still yet to be completed.
Initially, I thought just to export from the interactions view, all the emails that were not completed on the 20th however the export seems to treat replies from the customer as the same conversation. For example, an email is received on the 20th, the agent responds on the 21st and then the customer replies on the 22nd. If I were to export today all the unanswered on the 20th, this interaction would be included.
I've tried using the below api/v2/analytics/conversations/details/query (found on another post), which seems to have the same issue. Is there something I am missing or a better API that could get me only the number of emails waiting in the queue from the date it arrived in the queue?
{ "interval": "2024-02-20T00:00:00/2024-02-20T23:59:00", "order": "desc", "orderBy": "segmentStart", "paging": { "pageSize": 100, "pageNumber": 1 }, "segmentFilters": [ { "type": "and", "predicates": [ { "type": "dimension", "dimension": "purpose", "operator": "matches", "value": "acd" }, { "type": "dimension", "dimension": "queueId", "operator": "matches", "value": "${input.queueid}" }, { "type": "dimension", "dimension": "segmentType", "operator": "matches", "value": "interact" }, { "type": "dimension", "dimension": "segmentEnd", "operator": "notExists", "value": null } ] } ], "conversationFilters": [ { "type": "or", "predicates": [ { "type": "dimension", "dimension": "conversationEnd", "operator": "notExists", "value": null } ] } ] }
Or is there an API that could get me the same numbers as I would see from the queue activity view where it shows how long the interactions has been waiting in the queue?
system | 2024-03-23 12:15:21 UTC | #2
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