stianbranden | 2017-09-01 09:30:38 UTC | #1
Hi,
First of all, thanks for the possibility to now report on Callbacks with the update this Wednesday. When running the conversation aggregate query (/api/v2/analytics/conversations/aggregates/query) I see that callback calls are reported both as Voice and Callbacks for some metrics, but not for all. F.ex. Callbacks are only reported as answered on Media type callback Callbacks are reported as handled on both media types
Is this by design or is this something that is supposed to be corrected in the future?
Query example:
{ "interval": "2017-08-31T00:00:00.000Z/2017-09-01T00:00:00.000Z", "flattenMultivaluedDimensions": true, "filter": { "type": "and", "clauses": [{ "type": "or", "predicates": [ {"type": "dimension","dimension": "queueId", "value": "d38adea9-ee55-467c-bdbf-3be4d5539062"}, {"type": "dimension","dimension": "queueId", "value": "07e14f52-21c8-4c6c-a81c-5dd267cad5d1"}, {"type": "dimension","dimension": "queueId", "value": "b5e80dae-7d90-4395-b3c7-e4267ec2cfcf"}
] }] }, "metrics": ["tAbandon","tAnswered","nOverSla","tHandle","nTransferred", "tTalk", "nOffered"] }
Result example:
{ "results": [ { "group": { "mediaType": "voice" }, "data": [ { "interval": "2017-08-31T00:00:00.000Z/2017-09-01T00:00:00.000Z", "metrics": [ { "metric": "tAbandon", "stats": { "max": 1243808, "min": 592, "count": 278, "sum": 63555915 } }, { "metric": "nOffered", "stats": { "count": 914 } }, { "metric": "tHandle", "stats": { "max": 2588937, "min": 388, "count": 633, "sum": 185243998 } }, { "metric": "tAnswered", "stats": { "max": 1277064, "min": 3573, "count": 356, "sum": 107741832 } }, { "metric": "tTalk", "stats": { "max": 2571937, "min": 16, "count": 649, "sum": 170139618 } }, { "metric": "nTransferred", "stats": { "count": 84 } }, { "metric": "nOverSla", "stats": { "count": 258 } } ] } ] }, { "group": { "mediaType": "callback" }, "data": [ { "interval": "2017-08-31T00:00:00.000Z/2017-09-01T00:00:00.000Z", "metrics": [ { "metric": "nOffered", "stats": { "count": 282 } }, { "metric": "tHandle", "stats": { "max": 1974542, "min": 4796, "count": 279, "sum": 97172643 } }, { "metric": "tAnswered", "stats": { "max": 1202273, "min": 15494, "count": 279, "sum": 123405107 } }, { "metric": "tTalk", "stats": { "max": 1974542, "min": 4796, "count": 279, "sum": 97172643 } }, { "metric": "nOverSla", "stats": { "count": 278 } } ] } ] } ] }
KR Stian
tim.smith | 2017-09-05 16:56:53 UTC | #2
Consider this callback flow:
- Agent is alerted by and answers callback conversation
- Agent places outbound call for callback
- Agent disconnects call
- Agent assigns wrap up code to callback
- Agent disconnects callback
Callbacks are only reported as answered on Media type callback
In the scenario above, there is only one "answered" activity, which is when the agent answers the callback; they did not answer the call because it was an outbound call.
Callbacks are reported as handled on both media types
In the scenario above, there are two media segments that are being "handled" by the agent. Per the docs, "handled" (tHandle) means tHeld + tTalk + tACW. The first segment that is handled is the callback media that the agent answered. The second is the outbound call that the agent placed.
stianbranden | 2017-09-05 20:40:20 UTC | #3
Thanks Tim,
By your answer I gather that this is by design and not something that will change in the future!
In your flow example: Is the time between 1 and 2 and between 4 and 5 reported as "handle time" on media type callback?
SB
tim.smith | 2017-09-05 20:46:46 UTC | #4
stianbranden, post:3, topic:1743
By your answer I gather that this is by design and not something that will change in the future!
The current functionality is by design. I can't promise that it won't ever change in the future, however.
stianbranden, post:3, topic:1743
Is the time between 1 and 2 and between 4 and 5 reported as "handle time" on media type callback?
Handle time (i.e. tHandle) is calculated as:
Average handling time; the sum of hold time (tHeld), talk time(tTalk), and after call work (tACW).
https://developer.mypurecloud.com/api/rest/v2/analytics/metrics.html
stianbranden | 2017-09-06 07:22:41 UTC | #5
No plans to change it is good enough :slight_smile:
However I need some more clarity on my second question:
Average handling time; the sum of hold time (tHeld), talk time(tTalk), and after call work (tACW).
From the link you posted I also get that:
tACW The amount of time spent in after call work.
Is "time spent in after call work" defined (on callbacks) as the time between 3 and 4 or as the time between 3 and 5?
I`m sorry to be nitpicking, but this actually has consequences for us calculating our agent's occupancy.
SB
tim.smith | 2017-09-06 13:50:58 UTC | #6
I believe that's correct. Ultimately, ACW time is calculated by the wrap up segment on the participant and is not relative to other actions.
system | 2017-10-07 13:51:37 UTC | #7
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: 1743