apriftis | 2019-11-22 15:55:49 UTC | #1
Hi,
As I noticed, when we make multiple call to the same customer, it comes with the same conversation id.
Because we make some process for each conversation, is that something that we can configure that. I am thinking that, when different calls are made to the same customer it should get different conversations id.
Regards
tim.smith | 2019-11-22 15:59:11 UTC | #2
it comes with the same conversation id.
Different conversations definitely don't have the same conversation ID. How are you determining that/technically, what do you mean by "it comes in"?
apriftis | 2019-11-25 08:23:39 UTC | #3
Good morning Tim,
Here is conversatio ID,
1ac76648-662d-4557-9a98-421e30ceb512
It is abou a call and a call back to the same customer, from the same agent.In the interaction type it says Call and Callback.
Am I missing anything?
From analytics aggregate I have that information, so, do I have to consider them as two conversations, or more?
Regards
tim.smith | 2019-11-25 17:01:33 UTC | #4
A single conversation can have multiple participants with multiple types of media. What you're seeing is intentional. You're referring to the call itself and the callback itself each individually as "a conversation", which is not what a conversation means in PureCloud.
system | 2019-12-26 17:01:36 UTC | #5
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