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Conversation Detail Query Metrics Array & Segments

  • 1.  Conversation Detail Query Metrics Array & Segments

    Posted 06-05-2025 19:06

    Jeremy_Winchell | 2020-11-17 03:08:37 UTC | #1

    We are executing the Conversation Detail Query to retrieve full Conversation Details (Participants/Sessions/Segments). We are trying to reconcile the Metrics Array in the response with the Session & Session Segments. It appears that the only way to link a Metric from the Array to the Session Segments is to use the Emit Date.

    However, we've seen the following:

    • The Emit Date for a Metric does not always match a window from the session segments (Ex: tHandle emitted after the end of the interact segment but before the Wrap-Up Segment starts
    • We are also seeing cases where within a Participant Session there may be multiple Queue Id's. Ex. The Alert Segment is for Queue A; but the Interact Segment is for Queue B. This means the metrics are split across different queues

    So the question is, is there a better way try and match the Metrics Array in the response to Session Segment data or do we need to throw away the Metrics Array and just manually calculate everything at the Segment Level

    peter.westermann | 2020-11-17 13:16:31 UTC | #2

    If you want to match metrics to particular segments, I would suggest the following approach:

    • If a metric emit date falls into the time range of a segment, use that segment.
    • If a metric emit date matches the end of segment A and the beginning of segment B, use segment A.
    • If a metric emit date falls out of the time ranges of all segments, use the closest previous segment. (This usually happens for metrics such as tHandle and tAcw when wrap-up gets applied multiple times. The metrics are immutable and reflect the first wrap-up but the detail segments will only include the most recent wrap-up.)

    You should also think about what you are trying to accomplish. Maybe using conversation details is not the best fit for your use case and conversation aggregates might be better.

    Jeremy_Winchell | 2020-11-17 15:22:50 UTC | #3

    Hi Peter,

    Appreciate the response and guidance. That 3rd bullet is exactly what we are running into so that helps immensely. The Aggregate Query was an option but for our uses cases and Analytics we are taking things down to the Segment Level. I just wanted to line the metrics up with the segments so that I don't have to pull down Aggregates.

    Thanks,

    Jeremy

    system | 2020-12-17 15:22:52 UTC | #4

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 9324



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