Jonas_Jonsson | 2018-12-07 13:19:36 UTC | #1
Hi,
When using preview dialing, agents sometime transfer the conversation to an inbound queue, if the customer has questions he/she can't answer.
When doing this, the conversation will be marked as an outbound conversation after the transfer, both in the IVR, the ACD and with the agent.
However this only happens in the analytics API (/api/v2/analytics/conversations/details/query)
In the live API the call is noted as inbound after the transfer. (/api/v2/conversations/{conversationId})
We had a similar issue about a year ago, with differences between the API's, that was solved in the beginning of 2018. Why is there a difference again? We are expecting consistency throughout the API.
tim.smith | 2018-12-07 14:53:29 UTC | #2
This sounds like it's probably a bug since the information between analytics and conversations APIs should be consistent. Please open a case with PureCloud Care to investigate the discrepancy.
Jonas_Jonsson | 2018-12-07 15:08:22 UTC | #3
Ok, thanks for the confirmation. I actually already have a case open with Care (no answer yet), but in most cases they will refer API questions to the forum.
Will continue to push this trough the ticket, thanks.
tim.smith | 2018-12-07 15:20:04 UTC | #4
If they're referring you to the forum to investigate data errors, please let me know the ticket number and I'll get it escalated. This is not an issue that can be investigated via the forum primarily because it requires accessing customer data, which only Care has access to.
system | 2019-01-07 15:20:06 UTC | #5
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: 4142