Legacy Dev Forum Posts

Rune_Schau | 2021-10-20 08:53:05 UTC | #1

We are not able to find non-acd interactions when we use the Analytics API's /api/v2/analytics/conversations/aggregates/query or /api/v2/analytics/conversations/details/query.

We have chosen the nOutbound metric to find all outbound calls but it only returns outbound interaction that is dialed on behalf of a queue.

How can we find non-acd oubound calls?

Regards Rune Schau

Jerome.Saint-Marc | 2021-10-20 12:28:44 UTC | #2

Hello,

I don't know what filters you are using in your Conversations Details Query or metrics and filters in your Conversations Aggregate Query. But in my Genesys Cloud environment, I am able to run a conversation details query and get non-acd conversations as well.

nOutbound metric will not work for non-acd conversations. nOutbound only counts outbound ACD conversations (i.e. calls made on behalf of an ACD Queue).

What you could use in your Conversations Aggregate Query, to count established/connected non-ACD outbound calls is to request the nConnected metric and to use a filter (mediaType = voice and direction = outbound and queueId Not Exists). This should capture your established/connected non-ACD outbound calls.

Something like this:

{ "interval": "2021-10-19T22:00:00.000Z/2021-10-20T22:00:00.000Z", "groupBy": [], "filter": { "type": "and", "predicates": [ { "type": "dimension", "dimension": "mediaType", "operator": "matches", "value": "voice" }, { "type": "dimension", "dimension": "direction", "operator": "matches", "value": "outbound" }, { "type": "dimension", "dimension": "queueId", "operator": "notExists", "value": null } ] }, "views": [], "metrics": [ "nConnected" ] }

Regards,

Rune_Schau | 2021-10-25 06:39:57 UTC | #3

Thanks Jerome, I am using the Conversation Aggregate Query and I have tested with nConnect for a specific user. I have also added other metrics. Here is the query. { "interval": "2021-10-10T22:00:00.000Z/2021-10-16T22:00:00.000Z", "groupBy": [ "userId" ], "filter": { "type": "and", "predicates": [ { "type": "dimension", "dimension": "userId", "operator": "matches", "value": "2f105b41-ab63-4bd6-a2d4-42b5fe5fcd3c" }, { "type": "dimension", "dimension": "mediaType", "operator": "matches", "value": "voice" } ] }, "views": [], "metrics": [ "nConnected", "nOutbound", "nTransferred", "tAcd", "tAcw", "tDialing", "tTalk" ] }

Here is the result for a given week:

{
  "results": [
    {
      "group": {
        "mediaType": "voice",
        "userId": "2f105b41-ab63-4bd6-a2d4-42b5fe5fcd3c"
      },
      "data": [
        {
          "interval": "2021-10-10T22:00:00.000Z/2021-10-16T22:00:00.000Z",
          "metrics": [
            {
              "metric": "tAcw",
              "stats": {
                "max": 55971000,
                "min": 2000,
                "count": 10,
                "sum": 56582000
              }
            },
            {
              "metric": "tDialing",
              "stats": {
                "max": 32372,
                "min": 522,
                "count": 11,
                "sum": 101003
              }
            },
            {
              "metric": "tTalk",
              "stats": {
                "max": 1109221,
                "min": 297,
                "count": 24,
                "sum": 6117292
              }
            }
          ]
        }
      ]
    }
  ]
}

I have run a report for the same user and the user had 14 non-Acd and 10 Acd voice interactions, 24 in total. I find under tTalk the count = 24 which is the correct for the total interactions. Under tACW i find 10 which is correct for ACD interactions. If I subtract tTalk(24) - tAcw(10) i got 14 which is correct for Non-Acd interactions. I also find 11 under tDialing and by looking at details in the interaction display for the user on the same dates I found that the user had 11 outbound non-Acd calls and 3 inbound non-ACD calls.

Do you know if this is a correct way to the number of calls for a user?

Regards Rune

Jerome.Saint-Marc | 2021-10-25 12:57:13 UTC | #4

Hello,

I have asked engineering why nConnected did not appear in your request (posted above). The reason is because nConnected is a metric which is attached/related to a customer session (the external participant). When you add a filter on userId, the Analytics Conversations Aggregates does not allow to link this metric (nConnected) that belongs to the customer session/participant with a dimension (userId) that belongs to the agent/user session/participant. Such request and result is not supported today.

The following may or may not work, you easily end up double-counting if the user was involved in the conversation more than once (e.g. Genesys Cloud user1 makes the non-ACD call, transfers to another Genesys Cloud user2, and then the call is transferred back to Genesys Cloud user1). Doing a Conversation Aggregates query to request tTalkComplete metric, using filters (userId = ABCD and queueId not exists and mediaType = voice). And then checking the stats.count under the tTalkComplete metric (in the response). But as mentioned above, if the Genesys Cloud user is involved several times in the call/conversation, you'll count more than one.

Otherwise, I think you would have to run a query for conversation details, and then count the results and possibly do some parsing to disregard some conversation (depending on the complexity of flows you have).

I would also suggest to request a new feature and share your use case at https://genesyscloud.ideas.aha.io/ and allow others to vote it up. This can help putting visibility and priority on such need.

Regards,

system | 2021-11-24 12:56:43 UTC | #5

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