NathanCorsen | 2018-09-13 10:12:09 UTC | #1
Hi,
Is there a way to identify calls that flowed-out by checking a specific field value in the API output? We are building a customized report that shows the amount of interactions that flowed out per queue and per call flow. We are using raw data fetched from the Analytics API (conversation details query) to calculate the amount of interactions that flowed-out. Unfortunately, based on the data available in the output we cannot tell if the call flowed-out. There are two criteria we want to check:
- Knowing if the ACD participant got transferred to a different queue because of a flow-out event. Current issue: We cannot check DisconnectType equals TRANSFER on the participant. The reason being is since this " TRANSFER reference" is also used when the interaction is offered to an agent.
- Knowing if an ACD participant that is part of the conversation is an ACD that got assigned to the conversation due to a flow-out. Current issue: We are able to check the queueId which tells us if the queue is a queue we are using for handling flow-out events. This however is not the best approach because we don't want to hardcode queueIds in the report tool used for building the customized report.
There are some existing metrics available from PureCloud: tFlowOut. However this metric is only made available in output using the conversation aggregated API endpoint.
We want to have a solution for identifying flow-out events using the current approach and set-up.
-Nathan Corsen-
tim.smith | 2018-09-13 16:08:24 UTC | #2
You'll need to do these calculations by comparing the participants and their timestamps. If you see an ACD participant (a queue) that ends and another ACD participant starts immediately, it's a flowout. If there's an ACD participant and then an agent participant, it was ACD assigned. If the ACD participant is the last participant, it's an abandon.
NathanCorsen | 2018-10-02 13:04:19 UTC | #3
Hi Tim,
Thank you for the explanation. We thought about using this method however the tool (PowerBi) we are using cannot interpret and distinguish these scenario's in the way you have described. Technically, we need to have criteria's to filter the data. These criteria's are used on a row of data from a participant and cannot check the order from participants in a conversation. So ideally, to identify a FlowOut queue it would have been better to have an identifier mentioned somewhere in the participant itself rather than letting the tool check if there were two ACD participants following one after another.
We also need to be able to identify ACD participants that were added to the conversation because of a user transfer; so we need to be able to know if an agent transferred the interaction to a different queue. The goal is to NOT count these queues towards the total amount of offered calls, answered calls, and abandoned calls. These metrics should only include amount of calls from the initial-assigned queues from call flows (so we are excluding transferred-queues). Only in the agent participant you can see a metric that tells you that an agent initiated a transfer but this specific detail is not mentioned in the ACD participant. Since we face the same limitation here with analyzing the data, we cannot identify transferred- ACD participants in the way we want to.
Would it make sense to have this taken forward as an improvement request?
tim.smith | 2018-10-02 14:11:12 UTC | #4
You can request enhancements at https://purecloud.ideas.aha.io/ideas
system | 2018-11-01 14:18:38 UTC | #5
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: 3548