anon96077842 | 2017-10-06 08:55:03 UTC | #1
What API should we be looking at if we want to get queue history for a specific interaction?
Scenario:
Call enters IVR. ACD places call in "Support" queue. Agent answers the call. Agent dose a blind transfer to "Finance" queue.
What we want to achieve is to know that this call was transferred from "Support". This data could then be used to be shown in an Agent Script so that they know the call have been transferred and from where. Also have the possibility from the in-queue call flow make logical operations depending on what queue the call originated from.
Kind regards, James
tim.smith | 2017-10-06 14:54:51 UTC | #2
If you know the conversation ID, GET /api/v2/conversations/calls/{conversationId} will give you all of the participants so you can determine how the call was routed. If you don't know the ID, you'll have to use analytics queries and apply filters to narrow down your results.
system | 2017-11-06 14:54:53 UTC | #3
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