matthew | 2017-07-13 18:15:43 UTC | #1
Hi, I'm trying to find where the outbound wrap up codes (https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/) are stored in the analytics. I can't seem to find them in the results from either ;
/api/v2/analytics/conversations/details/query or /api/v2/analytics/conversations/aggregates/query
I grouped by Wrapupcode in both cases, and got results back, and can see the custom wrap up codes, but not the system generated ones as per the above link ie. ININ-*
Any idea?
thanks.
tim.smith | 2017-07-13 19:02:13 UTC | #2
If an agent assigns a wrap up code, that is the wrap up code that will be used. The "system generated" wrap up codes are only used in scenarios where an agent does not assign a wrap up code.
edit: You can see additional wrap up codes assigned to other segments by dialer if you retrieve the conversation via the conversations endpoint, as opposed to analytics. It is by design that analytics ignores system-assigned wrap up codes for some segments. But you will still see the system-assigned wrap up codes in analytics for things like answering machine detection.
matthew | 2017-07-14 21:02:31 UTC | #3
OK, thanks for the info. I can't see any ININ-* wrap up codes in either the conversation detail or conversation aggregates on any of the systems we work with.
So to get them, is the best way to first get the conversationId's from the conversation/details/query and then for each conversation call the conversation endpoint for that conversationId? I guess this could only be done at the end of the day once we are sure that all conversations have a wrap up code assigned?
tim.smith | 2017-07-17 12:34:58 UTC | #4
If you need the wrap up codes that aren't in analytics, then yes. You would need to call the conversation resource for each conversation. However, it's unlikely that you'll need those wrap up codes. They are filtered out by analytics because they are typically irrelevant for wrap up code use cases.
system | 2017-08-17 12:35:32 UTC | #5
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