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How to filter out Callback Only Conversations

  • 1.  How to filter out Callback Only Conversations

    Posted 06-05-2025 18:20

    Vageesan_Saminathan | 2021-10-05 13:53:11 UTC | #1

    Is there any specific query to filter out callbacks only. Also Calls without callbacks

    jacobshaw | 2021-10-06 18:48:44 UTC | #2

    Hi Vageesan_Saminathan, You may be able to accomplish this by contrasting the result from GET /api/v2/conversations/callbacks against the GET /api/v2/conversations/calls result

    Vageesan_Saminathan | 2021-10-06 19:04:49 UTC | #3

    Hi Jacob,

    Is there any possibility to filter in the /api/v2/analytics/conversations/details/query

    using "segmentFilters" or "conversationFilters"

    Kindly advise.

    jacobshaw | 2021-10-06 19:23:56 UTC | #4

    Currently the API resource you mentioned above is only taking conversation Id's separated by commas as a query parameter in the request. As of now I believe the filtering would have to be done on the client side. If you would like this feature added, you could open a request in the Ideas portal: https://genesyscloud.ideas.aha.io/

    Vageesan_Saminathan | 2021-10-06 20:01:30 UTC | #5

    Thanks Jacob, I will work on the client side filtering.

    jacobshaw | 2021-10-06 20:36:08 UTC | #6

    Vageesan_Saminathan, post:5, topic:12268
    b, I will work on the client side filtering

    @Vageesan_Saminathan One more note about the query, for a better explanation: The segmentFilters for this query can be used to include, but not exclude. Although it's possible to add clauses of type dimension and filter by mediaType for all media types except callback, this will still not guarantee that the response will not contain callback conversations, since a conversation can have more that one media type. Hopefully this explains more why client-side filtering would be this best solution.

    Vageesan_Saminathan | 2021-10-06 20:56:17 UTC | #7

    Yes, It explains. We see callbacks for segment filter set to inbound and conversation filter set to inbound.

    The segmentFilters for this query can be used to include, but not exclude. is correct

    Thanks for the explanation.

    system | 2021-11-06 20:56:49 UTC | #8

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 12268



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