MikeHorgan | 2020-05-12 19:59:28 UTC | #1
Is there anyway to get all Calls (ConverstationIDs) by flow...
https://developer.mypurecloud.com/developer-tools/#/analytics-query-builder https://api.mypurecloud.com/api/v2/analytics/conversations/details/query
I can do NOT Ended Below.. Right now, I have to query and then filter in my code after.
{ "interval": "2020-05-12T05:00:00.000Z/2020-05-13T05:00:00.000Z", "order": "asc", "orderBy": "conversationStart", "paging": { "pageSize": 25, "pageNumber": 1 }, "conversationFilters": [ { "type": "or", "predicates": [ { "type": "dimension", "dimension": "conversationEnd", "operator": "notExists", "value": null } ] } ] }
Jerome.Saint-Marc | 2020-05-13 15:41:34 UTC | #2
Hello,
What are you trying to capture? Calls that went through a specific flow and which are still alive (conversation not completed)? Like calls waiting in Queue, calls connected to an agent (talk), calls terminated but agent still to complete Wrap-Up phase for that conversation? If yes, would it be also the calls still at the flow/IVR level?
Regards,
tim.smith | 2020-05-13 16:17:18 UTC | #3
MikeHorgan, post:1, topic:7762
Is there anyway to get all Calls (ConverstationIDs) by flow...
You can use a segment filter on flowId
MikeHorgan | 2020-05-15 15:25:41 UTC | #4
Yes, not ended, and certain flow.. But any would be good by flow.
MikeHorgan | 2020-05-15 15:26:29 UTC | #5
I don't see flowId in the builder?
MikeHorgan | 2020-05-15 15:45:17 UTC | #6
Doh, it works even though it's not in the avail dropdowns on the builder.. Even FlowName! Please add all fields to the Builder as I didn't know, and could of saved a lot of time and frustration.
{ "interval": "2020-05-15T05:00:00.000Z/2020-05-16T05:00:00.000Z", "order": "asc", "orderBy": "conversationStart", "paging": { "pageSize": 25, "pageNumber": 1 }, "segmentFilters": [ { "type": "or", "predicates": [ { "type": "dimension", "dimension": "flowName", "operator": "matches", "value": "FNOL Call Flow" } ] } ] }
Jerome.Saint-Marc | 2020-05-16 05:34:29 UTC | #7
Hello,
A good/appropriate source to check what dimensions are available for the different type of queries is on the Developer Center - in Analytics. See here: https://developer.mypurecloud.com/api/rest/v2/analytics/dimensions.html
A side note on flowId/flowName. The flow information is added to the Analytics Conversation Details once the conversation leaves the flow. I mean once the call (conversation) is transferred to a Queue or else.
So the query using conversationEnd notExists, with the segmentFilter on flowId/flowName, will allow you to retrieve the calls which are not terminated AND waiting in Queue, or connected to an agent (talk), or terminated (from voice standpoint) but with the agent still to complete Wrap-Up phase for that conversation.
If you want to also capture the calls which are still managed by the flow/ivr, I think you will need to use a segmentFilter on dnis [using the different dnis that are linked to your flow].
Regards,
system | 2020-06-15 05:41:00 UTC | #8
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