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Conversation Details for Email

  • 1.  Conversation Details for Email

    Posted 06-05-2025 18:02

    neetha.ab | 2021-03-02 23:56:29 UTC | #1

    Hello Team,

    I am trying to get unread Emails from the Queue, I am using analytics query to filter - First I would like to filter based on the purpose = acd. But the results always includes purpose=customer, purpose=agent..etc.

    How do we filter converstaions which purpose=acd only so i get participents which are only assigned "acd".

    "segmentFilters": [ { "type": "and",

    "predicates": [ { "type": "dimension", "dimension": "mediaType", "operator": "matches", "value": "email"

    }, { "type": "dimension", "dimension": "queueId", "operator": "matches", "value": "a74194bc-7c79-44fb-a8ef-ca458f0a2cae"

    }, { "type": "dimension", "dimension": "purpose", "operator": "matches", "value": "acd"

    } ]

    Example Results -

    { "conversations": [ { "conversationId": "61b6b014-79a3-41b8-ac86-bbc0c137653a", "conversationStart": "2021-02-01T12:32:16.601Z", "conversationEnd": "2021-02-02T04:32:40.532Z", "originatingDirection": "inbound", "divisionIds": [ "5240cbe1-4442-4427-b10e-f058e40f14e8" ], "participants": [ { "participantId": "8c692910-7138-4748-8aac-e109354b386f", "participantName": "Adehalli, Neetha", "purpose": "customer", "sessions": [ { "mediaType": "email", "sessionId": "4c045b66-5df9-4d4e-8a72-2939cb39e0e8", "addressOther": "dhhstest@Telstra1.mypurecloud.com.au", "addressSelf": "Neetha.Adehalli@team.telstra.com", "addressFrom": "Neetha.Adehalli@team.telstra.com", "addressTo": "dhhstest@Telstra1.mypurecloud.com.au", "direction": "inbound", "peerId": "79e6022a-855f-45d8-b588-cb01833e7a0c",

    tim.smith | 2021-03-03 16:45:11 UTC | #2

    The results will contain the full conversation object regardless of filters; filters restrict which conversations are returned. All of the results will have at least one participant that matches the filter.

    I am trying to get unread Emails from the Queue

    Look for acd participants with no end timestamp.

    neetha.ab | 2021-03-18 09:46:48 UTC | #3

    Hello Tim,

    Thanks a lot no end timestamp serve the purpose.

    Regards, Neetha

    system | 2021-04-18 09:46:51 UTC | #4

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 10151



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