Stefan_Eyckmans | 2019-11-12 17:17:48 UTC | #1
Hi,
I need to know which routingskill and language was used to get a call to a certain user, so I can log and use it in an internal application.
When I get a "ConversationCallEventTopicCallConversation" I see the property, but it is always null. When I use the ConversationsApi I do not see any reference to ConversationRoutingData. I also tried the "GetAnalyticsConversationDetails" without success.
Could you please assist me in pointing me in the right direction of getting this data please.
Thanks in advance!
Kr,
Stefan
tim.smith | 2019-11-15 16:52:36 UTC | #2
If you need to retrieve this information from the conversation, you will need to set it as participant attributes first. ~The routing information, other than the queue id, is not stored with the conversation data.~ Some routing information is now available in the segment data.
You can request new features at https://purecloud.ideas.aha.io/ideas.
Stefan_Eyckmans | 2019-11-15 12:16:09 UTC | #3
hi Tim,
I found the solution. It seems that the routing data is available only on the "acd" participants of the conversation notification. So by filtering them out and taking the one with the latest connection time, I know which skills were required.
hope this helps someone.
kr,
Stefan
tim.smith | 2019-11-15 16:51:49 UTC | #4
Ah, it looks like there is a property requestedRoutingSkillIds that was added at some point fairly recently. Sorry for the confusion.
system | 2019-12-16 17:05:09 UTC | #5
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