anil.kumar | 2017-03-07 03:30:20 UTC | #1
Does the conversation details and aggregations get updated/uploaded into purecloud in realtime ? Or is there any update being done on this data after the conversation is over and disconnected ?
tim.smith | 2017-03-07 15:58:32 UTC | #2
Any data you retrieve should accurately reflect the current state of the system to within a second or so. Data is updated whenever it needs to be updated, which can happen after disconnect. An example of this is that the conversation will be disconnected and then the agent may assign a wrap up code at some point in the future.
anil.kumar | 2017-03-07 22:38:42 UTC | #3
Thanks Tim. I may have not asked the question in proper manner. I was talking about any updates to the data later in the day after the call or overnight through some batch job or something like that which updates different parameters of the conversation details. Is there anything like that ?
tim.smith | 2017-03-07 23:13:58 UTC | #4
There is a nightly process that regenerates and reindexes the data objects, but that process isn't different from the process that occurs real-time. The purpose of this nightly process is to retroactively apply any bugfixes or logic changes that may have occurred since the last nightly process. But if the source data didn't change and there aren't any bugfixes or enhancements that affect the data, it won't change.
anil.kumar | 2017-03-07 23:35:21 UTC | #5
So, is there any chance of the conversation details/aggregates (specifics like conversationstart/end, attributes, segments etc) change after this nightly process ? Since there are many reports generated out of these details, when is the safe "interval" or "time" of the day when we would get the final details which would not change again ?
tim.smith | 2017-03-07 23:47:31 UTC | #6
anil.kumar, post:5, topic:1013
So, is there any chance of the conversation details/aggregates (specifics like conversationstart/end, attributes, segments etc) change after this nightly process ?
There is absolutely a chance it will change. But the likelihood of any given piece of data changing is low. The data only changes if it actually changed (like a wrap up code was added since you last retrieved it) or if there was a bugfix to the formulas used to calculate the data. In the case where it did change, your prior data becomes invalid.
anil.kumar, post:5, topic:1013
Since there are many reports generated out of these details, when is the safe "interval" or "time" of the day when we would get the final details which would not change again ?
The retrieved data always represents the known state of the data at the time it was retrieved. There is no guarantee that any piece of data will never change in the future. For example, if a new derived property is added, all of the data that's ever existed will change to include the new derived property.
Some general guidelines for retrieving data are that you shouldn't:
- Rely on the completeness of data that was retrieved for intervals containing the current time
- Rely on the completeness of data for conversations when they may still be updated (active conversations and wrap up codes are the big ones here)
- Rely on data that was exported previously to not have changed
You should:
- Retrieve data from PureCloud in real-time when you want to view it. If you're working from data exports that were made in the past, there is always a chance that the data changed between when the data was exported and the current time.
anil.kumar | 2017-03-07 23:58:15 UTC | #7
In that case, how do we know which is the correct data ? Usually the reports are generated using the data of previous day and if there is an update on that data later, then the reports generated earlier would have wrong details and they will have to be redone again ?
tim.smith | 2017-03-08 16:19:25 UTC | #8
anil.kumar, post:7, topic:1013
In that case, how do we know which is the correct data ?
Retrieved data always represents the known state of the data at the time it was retrieved. This means that the reports are correct at the time they are retrieved. Exporting data and reporting on it later is generally recommended against for this reason.
The best practice for any data access is to retrieve it from PureCloud on demand when you need it. If you are unable or unwilling to consume the data on demand from PureCloud, you run the risk of your cache being outdated.
system | 2017-08-28 19:32:41 UTC | #9
This post was migrated from the old Developer Forum.
ref: 1013