LighthouseMike | 2022-10-10 14:44:26 UTC | #1
Good morning, hope everyone had a great weekend! :slight_smile:
I'm working on a report where the first column needs to be the "total number of agents who took more than one call". They also want things like average wait time, average hold time, etc. So it seems like what I need is to get an "aggregate query" of all calls... grouped by ID? User ID? "Conversation" ID? Or am I looking at a different function altogether, like "conversation DETAILS aggregate query" or something like that? Without knowing the analytics APIs inside-out-and-backwards, here's what I would expect to do, just from a common-sense programming standpoint:
- Get all calls for that day from the database - who answered the call (probably NULL if abandoned or something like that), the wait time, the hold time, etc. All the stuff they want averages/totals for, but nothing more.
- Programmatically do the math to figure out which users took more than one call
- Programmatically calculate the averages (using the tHeld or tAcw or tWhatever values for each record).
But some of the info doesn't seem to be in the list of allowed fields for the "agragate query" call, so I'm kinda grasping at straws here. Guessing it's "conversation details query"... maybe? Or is it multiple calls, the first one to get a list of conversations and a separate call for the details of each?
LighthouseMike | 2022-10-13 14:59:01 UTC | #2
Quick update for anyone following this... I think what I'm looking for is either the "details" or the "jobs" query. It's weird, because the first query ("aggregate") gives me a full list of calls, but some fields are not "SELECT-able"; like userId (which would be a tremendous help here) can be used in "groupBy" but not in "metrics". So their whole "this is kind of like a database query" analogy is a bit broken in my case. I guess what I need is something more like a crazy JOIN. :laughing:
LighthouseMike | 2022-10-13 14:59:01 UTC | #3
I think I found it: https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query
this gives all the fields I was looking for and then some.
system | 2022-11-13 14:59:15 UTC | #4
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