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Conversations Never Ending

  • 1.  Conversations Never Ending

    Posted 06-05-2025 18:10

    grimdj | 2016-07-22 12:41:41 UTC | #1

    Over the last few days I've been building some reports using the AnalyticsAPI and the numbers I was getting were not adding up. For some queues the answered, abandoned, and errored calls did not sum to the offered calls. To try and identify the problem I was advised to try and track the individual conversations returned for that queue over the same time interval. I was told that using the MyPureCloud app I could see all the conversations for a queue over the same time interval. I compared this to the conversations I was parsing through and these numbers didn't add up either.

    Number Of Conversations Returned

    MyPureCloud (Interactions): 7 PostConversationsDetailsQuery: 9 PostConversationsAggregatesQuery: 13

    I was able to identify the missing calls from the PureCloud app using the PostConversationsDetailsQuery and get all information about the calls which I have built a report on with information down to the segment data. I then modified the query string of an individual call in the PureCloud app and plugged in my own conversation ID and the PureCloud app says the call is still a "Live Conversation".

    Is there any way we can resolve these calls so that our numbers will match up? And why would the PostConversationsAggregatesQuery return 13 offered calls when the MyPureCloud app and PostConversationsDetailsQuery show significantly less calls?

    mayliwk | 2016-07-22 12:43:43 UTC | #2

    Pictures to go with Dan's Post:

    <img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/b5ce10da516d0f660f521e4b6b386f306fba7b0c.png" width="632" height="500">

    <img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/e7b8dd732e9e21a911b2bebf8fede5a364af7d4e.png" width="690" height="184">

    <img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/01000f2323a34428deeaa914816af51950c6684b.PNG" width="690" height="112">

    tim.smith | 2016-07-25 15:12:00 UTC | #3

    I was discussing with some people internally and found that you have a ticket open with PureCloud support for this issue and that they have identified a bug that can cause this.

    grimdj | 2016-07-25 16:40:33 UTC | #4

    Can I get the ticket # of the request please?

    Thanks

    system | 2017-08-28 19:25:29 UTC | #5

    This post was migrated from the old Developer Forum.

    ref: 161



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