Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Can you filter interactions or Performance view to show External Contacts & Organizations

  Thread closed by the administrator, not accepting new replies.

  • 1.  Can you filter interactions or Performance view to show External Contacts & Organizations

    Posted 09-22-2019 22:22
    No replies, thread closed.

    Wanting to see how many times an Organization listed in the Directory is calling in, but doesn't seems like there is any filter or report that can complete this. 

    I can see the interactions are sitting under the organization in the directory, but I can't seems to find that data anywhere else. 

    I can see that if someone calls in and is listed as a contact in the Directory, then their name will show under 'External Participants' in the interaction Metrics, but that's it. 

    Thoughts?

    #Reporting/Analytics

    ------------------------------
    Glen Tylee
    Fonterra
    ------------------------------


  • 2.  RE: Can you filter interactions or Performance view to show External Contacts & Organizations

    Posted 09-24-2019 09:50
    No replies, thread closed.
    You can use the Analytics API to run a query looking for all entries that have an External Contact ID (or for a specific contact or organization Id). It will let you look back 31 days.

    https://developer.mypurecloud.com/developer-tools/#/analytics-query-builder

    /api/v2/analytics/conversations/details/query

    {
 "interval": "2019-08-26T04:00:00.000Z/2019-09-25T04:00:00.000Z",
 "order": "asc",
 "orderBy": "conversationStart",
 "paging": {
  "pageSize": 25,
  "pageNumber": 1
 },
 "segmentFilters": [
  {
   "type": "or",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "externalContactId",
     "operator": "exists",
     "value": null
    }
   ]
  }
 ]
}​


    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


Related Content