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How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

  • 1.  How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 17 days ago
    Edited by Khurshid Ali 13 days ago

    Description: 
    Coming from Cisco Contact Center back ground.

    Cisco has this report, where we have this metrics called "Calls abandoned AFTER Service Level Target". This metric is widely used by all the Cisco customers.

    After moving to Genesys, this is little challenging. I have also raised IDEA for this: Genesys Cloud Ideas Portal [currently under PM Review; Please vote if you like it]

    Requirement:

    The ask here is, is there a possibility to use APIs and use 'set participant data' to calculate the result, like, if the call is abandoned and time is more than service level target, then set the output as Yes or True?

    It will be great help for our end users to get this data from Genesys instead of doing it manually on Excel or using additional application to meet the requirement.


    #Reporting/Analytics

    ------------------------------
    Khurshid Ali,
    Consultant / Developer / Tech Lead,
    NCR Voyix,
    khurshid.ali@ncrvoyix.com,
    New Delhi,
    India
    ------------------------------



  • 2.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 17 days ago

    Hi Khurshid,

    Please try to see if this will help; it may be cumbersome, as it should be performed on a Queue level to get the Service Level target configuration values. 

    Go to Performance -> Interactions View and select the reporting interval, for example, for yesterday, and then apply the following filters: 

    1. Queue name
    2. Abandoned: Yes
    3. Conversation Duration: above NN seconds (or minutes) where NN is the value that corresponds to the Service Level Target for the Queue selected under filter 1

    Something like this (queue name reducted): 

    If this works, the next step is to use it via the API /api/v2/analytics/conversations/details/query 

    with conversationFilters set as: 

        "conversationFilters":
        [{"type":"or","predicates":[{"metric":"tConversationDuration","range":{"gte":NNN000}}]},
        {"type":"and","predicates":[{"type":"metric","metric":"tAbandon","operator":"exists"}]}]


    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 3.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 13 days ago

    Hello @Tatjana Knezevic

    Thanks for your response.

    I am able to run the API with POST query.

    How do I get that on the interaction report if for a particular queue the call was abandoned after the SLA?

    [How do I set that as a Data Action and Set Participant data? It will be used on In-Queue flow, right?

    Thanks & Regards



    ------------------------------
    Khurshid Ali,
    Consultant / Developer / Tech Lead,
    NCR Voyix,
    khurshid.ali@ncrvoyix.com,
    New Delhi,
    India
    ------------------------------



  • 4.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 13 days ago

    Hi Khurshid,

    I re-read your original post, and here is the possible solution:

    Create a workflow that will be triggered on the topic v2.detail.events.conversation.{id}.acd.end (this emits when the conversation exists the queue). In the workflow, you should call a couple of Data Action: get Queue Service Level target for the queueId associated with the conversation, get time in queue (tAcd), compare the values of the configured vs actual wait, and then by using Workflow's Architect action "Set Conversation Data" set the Participant Data to mark the call as Abandoned Over SLA. 

    Please let me know if this works for you. 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 5.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 12 days ago

    Hello Tatjana,

    Thanks for sharing the information.

    I have not worked on Triggers/Workflow earlier. I looks like a great feature to me. 

    How do I pass information from initial flows(inbound) to supporting flows (Workflow)?

    I do not see Set participant Data/Get participant Data.

    I did a simple test with just setting a dnis trigger to show it on the result out come. I am not able to do so.

    This is what I have configured on the triggers & Workflow.

    After I run a test call on that dnis. I DO NOT see that "CallsAbandoned" as an attribute on the interaction detail.

    How do i see participant data (/conversation data) on the interaction report?




    ------------------------------
    Khurshid Ali,
    Consultant / Developer / Tech Lead,
    NCR Voyix,
    khurshid.ali@ncrvoyix.com,
    New Delhi,
    India
    ------------------------------



  • 6.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 12 days ago

    Hi Khurshid,

    To familiarize with triggers and process automation, please refer to following links:

    https://developer.genesys.cloud/platform/process-automation/

    https://help.mypurecloud.com/articles/overview-of-triggers/

    In the example you shared, please add the input variables (at least these 2 marked in red): 

    Hope this will help you with developing your Workflow. 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 7.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 12 days ago

    Hello Tatjana,

    Thanks for your response.

    It is still failing.

    I read somewhere, Triggers does not work with SSO enabled. Is that true?

    If it does, is there a possibility that we can have a quick call? I know, I am asking too much at this time.

    I am totally fine, if you do not have enough time to have a call.

    From the Interactions' partcipant data:

    My Workflow Variables

    My Workflow setting:



    ------------------------------
    Khurshid Ali,
    Consultant / Developer / Tech Lead,
    NCR Voyix,
    khurshid.ali@ncrvoyix.com,
    New Delhi,
    India
    ------------------------------



  • 8.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?
    Best Answer

    GENESYS
    Posted 11 days ago

    Hello Khurshid,

     

    Triggers do work with SSO.

     

    I believe what you are referring to is the SSO only login affecting webhooks and chat notification integrations. These require username/password login.

     

    The errors you are specifically seeing I would recommend opening up a ticket with customer care Architect team as they have the technical means to investigate this issue more in-depth as well as have meetings to discuss the issue from a more technical standpoint.



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    DenverCO
    ------------------------------



  • 9.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 11 days ago

    Hi Cam,

    Thanks for your response.

    I am not using 'SSO Only' setup. Neither any webhook.

    I will get the support team involved for this. Thanks.



    ------------------------------
    Khurshid Ali,
    Consultant / Developer / Tech Lead,
    NCR Voyix,
    khurshid.ali@ncrvoyix.com,
    New Delhi,
    India
    ------------------------------



  • 10.  RE: How to see Calls ABANDONED AFTER 'SERVICE LEVEL TARGET' in report? Maybe using API as an attribute?

    Posted 17 days ago

    Hi! In queue performance view you can click on a single queue and then on abandoned metric and it will open a queue abandoned interval view. https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/



    ------------------------------
    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
    ------------------------------