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How to exclude non-telephony conversations from analytics API response?

  • 1.  How to exclude non-telephony conversations from analytics API response?

    Posted 06-05-2025 19:06

    David_Cole | 2018-11-20 15:31:14 UTC | #1

    I hope someone can help. When extracting conversations from the Analytics API using the/analytics/conversations/details/query POST endpoint, we have a need to only retrieve conversations that involve telephony / voice interactions.

    It looks like the mediaType dimension within segmentFilters is probably the way to do this, but I can't find a list of possible values for mediaType in the documentation. Can someone please point me in the right direction for this, or tell me what the possible values are?

    At the moment, my request body looks like this:

    {
  interval: '2018-11-20T14:35:08Z/2018-11-20T14:36:08Z',
  order: 'asc',
  orderBy: 'conversationEnd',
  paging: {
    pageSize: 25,
    pageNumber: 1,
  },
  segmentFilters: [
    {
      type: 'or',
      predicates: [
        {
          dimension: 'mediaType',
          operator: 'matches',
          value: 'callback',
        },
        {
          dimension: 'mediaType',
          operator: 'matches',
          value: 'voice',
        },
      ],
    },
  ],
}

    Thanks :)

    tim.smith | 2018-11-20 15:32:36 UTC | #2

    Yes, a filter on mediaType is correct here. The valid values are available for selection in the analytics query builder:

    • callback
    • chat
    • cobrowse
    • email
    • screenshare
    • voice

    David_Cole | 2018-11-20 15:36:05 UTC | #3

    Wow, that was superfast! I looked at the query builder earlier and didn't see those values, but on a second look I don't know how I missed them.

    Thanks for replying :slight_smile:

    system | 2018-12-20 15:36:10 UTC | #4

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 4016



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