dsouther | 2016-08-03 14:51:43 UTC | #1
I have been using
nOffered count - tAnswered count - tAbandon count
from the conversations aggregate query to track how many callbacks are being created. This was working well until yesterday after 2 pm EST. I started to see abandons go up to 40% then 80% between 3 and 4pm
Did something change in the analytics API so that callbacks are now being recorded as abandoned?
tim.smith | 2016-08-03 17:41:35 UTC | #2
Can you provide some of your code or requests? I checked with the analytics dev team and we don't produce any statistics for callbacks yet, so the statistics you've been getting are for something else.
dsouther | 2016-08-03 19:28:51 UTC | #3
I was using the metrics I mentioned above to indirectly count the number of calls that became callbacks. The idea is that when I subtract out the number of calls answered, and the number of calls abandoned from the number offered, the remaining must be callbacks.
It looks like starting yesterday afternoon callbacks are now considered abandons, which breaks my way of counting them with the aggregate query.
Here is the query.
/api/v2/analytics/conversations/aggregates/query
{ "interval": "2016-08-03T00:00:00/2016-08-04T00:00:00", "granularity": "", "groupBy": [], "filter": { "type": "and", "clauses": [], "predicates": [ { "dimension": "mediaType", "value": "voice" } ] }, "metrics": [], "flattenMultivaluedDimensions": true }
I'm was using the counts from nOffered, tAnswered, and tAbandon
tim.smith | 2016-08-03 20:15:40 UTC | #4
Using the formula nOffered count - tAnswered count - tAbandon count probably wasn't giving you an accurate count to begin with. If any calls transversed your reporting interval, the count would be off. That number would also include transferred calls.
Until the aggregate analytics for callbacks are available, the only correct way to determine the number of callbacks is to count them. You can use POST /api/v2/analytics/conversations/details/query with the query predicate below to get the callback conversations. Add any additional predicates necessary to filter the result set to get the view you want.
{ "dimension":"mediaType", "value":"callback" }
dsouther | 2016-08-03 21:08:24 UTC | #5
Yea, that's what I thought. I was trying to avoid using the details query.
dnivelad | 2017-02-07 08:42:51 UTC | #6
Any info on when the callback media type will be available in aggregate queries?
tim.smith | 2017-02-07 15:18:53 UTC | #7
The callback analytics feature is being tracked as AR-4880. It is not currently scheduled.
stianbranden | 2017-07-12 12:34:17 UTC | #8
tim.smith, post:7, topic:211
AR-4880
Any news on this?
SB
tim.smith | 2017-07-12 13:02:49 UTC | #9
It's currently targeted for a Q3 release.
dsouther | 2017-08-07 16:46:07 UTC | #10
It's been a while since I've looked at the callbacks in the context of conversation aggregates. It looks like callbacks are no longer counted as abandons in the aggregate. The counts I am getting are consistent with counts I get from parsing through conversation details.
system | 2017-08-28 19:25:50 UTC | #11
This post was migrated from the old Developer Forum.
ref: 211