cshiqi | 2019-04-16 02:35:23 UTC | #1
Hi everyone,
I am currently retrieving the total number of conversations by an agent via two different endpoints: /api/v2/analytics/conversations/aggregates/query and /api/v2/analytics/conversations/details/query
I filtered by agent's ID and took the count of tAnswered metric as the number of calls the agent received for the conversations aggregate end point.
On the other API end point, I retrieved all the conversation logs and count the number of inbound calls with python script.
For the same agent and during the same interval, I retrieved different results from the endpoints. Number of calls answered by agent is 45 and 46, for aggregated conversation end point and detailed conversation endpoint, respectively.
Any ideas what is a possible cause of the difference in the results?
Thanks!
Best Regards,
anon28066628 | 2019-04-16 13:14:04 UTC | #2
retrieved all the conversation logs and count the number of inbound calls
Were all the inbound calls you counted answered? (Since you are using tAnswered as your aggregate metric.)
To troubleshoot this you can use a smaller interval. If this is, say, an hour, try the same two queries over half-hour intervals. Keep breaking it down until you find a single conversation that passes the filter in one query (1 result) but not the other (0 results). Narrowing it down will make the analysis easier.
cshiqi | 2019-04-17 09:16:00 UTC | #3
Thanks for the reply!
Turns out that one of the inbound call was not answered, thus the discrepancy.
anon28066628 | 2019-04-17 13:17:56 UTC | #4
Glad all is well :slight_smile:. You can also look into other metrics like 'nOffered' to see all the conversations in aggregate.
system | 2019-05-18 13:17:59 UTC | #5
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