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How to identify if a call is a transfer, consultation, etc

  • 1.  How to identify if a call is a transfer, consultation, etc

    Posted 06-05-2025 18:26

    ohp | 2023-06-21 21:12:26 UTC | #1

    in /api/v2/analytics/conversations/{conversationId}/details, how do I identify if a segment of a call is a consultation, transferred from another queue, or directly an inbound call from a customer?

    Charaf | 2023-06-22 16:06:32 UTC | #2

    Hi @ohp,

    I found a way to determine whether a blind or consult transfer has occured within a conversation. To achieve this, you can use the following endpoint:

    POST: /api/v2/analytics/conversations/aggregates/query

    For testing purposes, I used the Analytics Query Builder. I selected the metrics nBlindTransferred and nConsultTransferred, then filtered by conversationId.

    Below are the results of my use cases:

    1. Inbound call with no transfers

    When no transfers are made by the agents, an empty object is returned as the result.

    1. Inbound call followed by a blind transfer

    If a blind transfer takes place whithin the conversation, the metric nBlindTransferred will be returned.

    1. Inbound call followed by a consult transfer

    If a consult transfer takes place whithin the conversation, the metric nConsultTransferred will be returned.

    By examining the returned data, you can determine wheter a blind or consult transfer occured during a conversation.

    I hope that helps :slight_smile:

    Best regards,

    Charaf

    system | 2023-07-23 16:07:07 UTC | #3

    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: 20594



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