wilfuentes | 2019-09-12 17:56:58 UTC | #1
Hi, I'm new using python sdk and I try to get the abandon rate for a specific queue but I don't have idea how get this data, I think I should use ConversationQuery but I don't know how get this specific parameter.
tim.smith | 2019-09-12 19:39:41 UTC | #2
Per the documentation, the _Abandon %" column in the Queues Performance Summary View is abandoned/offered. Use analytics conversation aggregate query to retrieve the count of tAbandon and nOffered to make that calculation.
wilfuentes | 2019-09-12 19:42:18 UTC | #3
Ok Thanks Tim, where can I search and read the documentation about analytics conversation aggregate query?
tim.smith | 2019-09-12 19:50:36 UTC | #4
aggregate query: https://developer.mypurecloud.com/api/rest/v2/analytics/conversation_aggregate.html
You can use the Analytics Query Builder in the Dev Tools to try out building the query before putting it in your app: https://developer.mypurecloud.com/developer-tools/#/analytics-query-builder
wilfuentes | 2019-09-12 21:20:47 UTC | #5
I really appreciate your help Tim, I already get the data, but I have a last question, how I can get the numer of Abandon by intervals of waiting in queue , for example:
Abandon < 2 seconds in queue: 3 Abandon < 8 seconds in queue: 4
tim.smith | 2019-09-13 14:00:32 UTC | #6
The oServiceLevel metric might give you want. If not, I believe you'll need to use a conversation detail query to identify abandoned conversations and tabulate the time to abandon manually.
system | 2019-10-14 14:00:37 UTC | #7
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