Mahmoud_Kh | 2022-03-27 13:04:29 UTC | #1
Our customer needs to check if an initiated callback is getting answered or not to send another callback if the customer hasn't replied to the first in a certain period of time.
I'm trying to get all completed calls and looking for the customer's ani among them to send another callback if not found.
The problem is that I can't find the difference between the two states using the analytics conversation details api.
I am using ttalkcomplete and tanswered metrics and checking if they exists but this return both answered and not answered callbacks.
I would appreciate any help with this request or even any hints using another endpoint to get the same goal. endpoint: /api/v2/analytics/conversations/details/query
my request body :
{ "order":"desc", "orderBy":"conversationStart", "segmentFilters":[ { "type":"and", "predicates":[ { "dimension":"mediaType", "value":"voice" }, { "dimension":"direction", "value":"outbound" } ] } ], "conversationFilters":[ { "type":"and", "predicates":[ { "type":"metric", "metric":"tAnswered", "operator":"exists" }, { "type":"metric", "metric":"tTalkComplete", "operator":"exists" } ] } ], "evaluationFilters":[
], "surveyFilters":[
], "metrics":[ "tAcd", "tAcw", "tTalkComplete", "tIvr", "tHeldComplete", "tAlert", "tAbandon", "nTransferred", "tTalk", "tHeld", "nOutboundAttempted", "tContacting", "tDialing", "tHandle", "nBlindTransferred", "nConsult", "nConsultTransferred", "oMediaCount", "oExternalMediaCount", "tVoicemail", "tMonitoring", "tFlowOut" ], "interval":"2022-03-27T12:05:48.214Z/2022-03-27T12:10:48.214Z" }
Thanks in advance
system | 2022-04-27 13:04:36 UTC | #2
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