wchavez | 2019-12-30 14:49:17 UTC | #1
Hello Forum:
I want to validate a hypothesis and a question about the dimension filters that are presented in this reference: https://developer.mypurecloud.com/api/rest/v2/analytics/dimensions.html
The peerId is the ID of the pairs of related sessions of a conversation. It means that each conversation is built by multiple sessions´s segments and the id of the first established session in that conversation will be the peerId of the following session that will be established in the same conversation, and it repeats this pattern for the next sessions, isn´t it? And, in consequence, every call transfer represents a new session, in that was applied the participant replacement technique, whose peerId is the previous session it was transfered from, isn´t it? (I understood transfered as transfer to ACD queue, to ACD agent, from agent to agent or from agent to a new queue or Call Flow, right?).
So, in order to identify all the transferences that were applied to a call, we can draw a directional graph in which every node represents all the sessions of the call and the root node means the first session identified by a sessionId and the following nodes identified by the peerId of the previous session respectively?
I appreciate your comments and suggestions about it.
Thank you.
wchavez | 2019-12-24 14:14:39 UTC | #2
I did a test and apparently, for a chat, the id of the first session that was established represents the peerId of all the next established sessions, so we have only one parent root node and multiple children nodes in this graph of two levels.
Thanks.
system | 2020-01-24 14:14:40 UTC | #3
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