Michael.Shrall | 2019-07-31 19:09:59 UTC | #1
Is there a way to find outbound dialer calls which never were connected to an agent using the analytics call. I want to be able to track all these activities in the CRM where we attempted to call the customer and got a no answer, busy, or answering machine.
Michael.Shrall | 2019-07-31 19:59:42 UTC | #2
I put together this query. Does this look like the best way to find these?
{
"interval": "2019-07-31T19:27:00.000Z/2019-08-01T04:00:00.000Z",
"order": "asc",
"orderBy": "conversationStart",
"paging": {
"pageSize": 25,
"pageNumber": 1
},
"segmentFilters": [
{
"type": "and",
"clauses": [
{
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "wrapUpCode",
"operator": "matches",
"value": "ININ-OUTBOUND-MACHINE"
},
{
"type": "dimension",
"dimension": "wrapUpCode",
"operator": "matches",
"value": "ININ-OUTBOUND-BUSY"
},
{
"type": "dimension",
"dimension": "wrapUpCode",
"operator": "matches",
"value": "ININ-OUTBOUND-NO-ANSWER"
},
{
"type": "dimension",
"dimension": "wrapUpCode",
"operator": "matches",
"value": "ININ-OUTBOUND-DISCONNECT"
},
{
"type": "dimension",
"dimension": "wrapUpCode",
"operator": "matches",
"value": "ININ-OUTBOUND-FAILED-TO-REACH-AGENT"
}
]
}
],
"predicates": [
{
"type": "dimension",
"dimension": "outboundContactId",
"operator": "exists",
"value": null
}
]
}
]
}
tim.smith | 2019-08-01 13:43:20 UTC | #3
Yeah, that looks about right. You might also consider the following:
- ININ-OUTBOUND-DISCONNECT
- ININ-OUTBOUND-LIVE-VOICE
- ININ-OUTBOUND-AMBIGUOUS
- ININ-OUTBOUND-TRANSFERRED-TO-QUEUE
- ININ-WRAP-UP-DELETED
- ININ-OUTBOUND-LINE-CONNECTED
The full list of system wrap up codes can be found here: https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/
system | 2019-08-31 21:10:35 UTC | #4
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