Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  date taken in charge callback

    Posted 03-22-2024 16:33
    No replies, thread closed.

    Hello,

    on a callback interaction where the callback has not been taken by an agent for x amount of time, how could we identify the start time of callback exactly when the agent took the callback? on the interaction we have the entire duration of the callback from planning to final takeover (startdate, end date), which distorts the reports!

    example:


    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------


  • 2.  RE: date taken in charge callback

    Posted 03-25-2024 06:28
    No replies, thread closed.

    You could use the API to extrapolate when the first "agent" segment was, this would give you the date/time. You could then subtract that from the start of the conversation/initialisation 



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
    ------------------------------



  • 3.  RE: date taken in charge callback
    Best Answer

    Posted 03-28-2024 06:59
    No replies, thread closed.

    Hello,

    This data can be extracted using this api ? looking for the right segment each time

    GET /api/v2/conversations/callbacks/{conversationId}
    example:


    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------

    Original Message


Related Content