edenmitchell | 2019-08-22 00:52:08 UTC | #1
Hi there,
We have been looking into notifications to get all conversations from a queue. This works fine. However, in some cases we would like to be notified when a conversation does not reach a queue but does reach IVR. This conversation would not have a queue or user, so we can't use those notification topics.
Is there any way to subscribe to notifications for these conversations?
Thanks :slight_smile:
tim.smith | 2019-08-22 14:31:27 UTC | #2
Not currently. You can request new features at https://purecloud.ideas.aha.io/ideas.
The only way to see conversations that abandoned in the IVR without being routed is to use an analytics detail query and add a segment filter for participantType = ivr. Then process the results to identify conversations that had an ivr participant, but not an acd one. That condition isn't something you can do in a filter.
system | 2019-09-22 14:31:30 UTC | #3
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