Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  handle calls for calls with Multiple Wrap Codes

    Posted 11-12-2024 12:44
    No replies, thread closed.

    Hi, 

    I am looking for assistance with using the reporting API's to develop a report to calculate total handle calls for Callers with Unique Conversation ID that may get assigned with Multiple Wrap codes. The use case involves transfers between multiple Agent Groups that end up assigning a wrap code everytime they transfer a call, so we need to be able to report on the handle calls for each call segment with Primary Column as Wrap Code, Secondary Column Handle Count Group by Unique Conversation ID. 

    Any assistance is highly appreciated. 

    Thanks

    Mohsin Kazi


    #Reporting/Analytics

    ------------------------------
    Mohsin Kazi
    NA
    ------------------------------


  • 2.  RE: handle calls for calls with Multiple Wrap Codes

    Posted 11-12-2024 17:33
    No replies, thread closed.

    Hello Mohsin,

    Welcome to the Community! Have you taken a look at the APIs in our DevTools site to help you GET this info?



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: handle calls for calls with Multiple Wrap Codes

    Posted 11-13-2024 11:59
    No replies, thread closed.

    Hi Jason Thanks for replying yes I have looked into the Dev Tools and particularly the Conversation Data Aggregate Model for querying unique conversation IDs with dimension Wrap Codes to filter calls however the results dont include the metric like Handle Count by Segment. 

    I am trying to extract for Callers that have the same caller ID how can i get the participant wrap code data as Displayed under Journey Analytics using an API method. is this possible? 



    ------------------------------
    Mohsin Kazi
    NA
    ------------------------------

    Original Message


  • 4.  RE: handle calls for calls with Multiple Wrap Codes

    Posted 11-13-2024 12:17
    No replies, thread closed.

    Hello Moshin, 

    This might have to be a blend between the Conversations Aggregate and the Detail queries. I have seen customer run both for the same time frame and stitch them together to make a full report. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: handle calls for calls with Multiple Wrap Codes

    Posted 11-13-2024 12:22
    No replies, thread closed.

    Thanks for looking into this and responding cameron, are you able to share some example queries or sample posts were this has been discussed prior?



    ------------------------------
    Mohsin Kazi
    NA
    ------------------------------

    Original Message


  • 6.  RE: handle calls for calls with Multiple Wrap Codes
    Best Answer

    Posted 11-13-2024 12:29
    No replies, thread closed.

    I dont have any examples I can share but I did find some threads from the dev forum that might help. If you need help with doing this the dev forums is the place to go. 

    Thread 1

    Thread 2

    Hope this helps a bit!



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


Related Content