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  • 1.  "Set Participant Data" to calculate number of received calls ?

    Posted 09-12-2018 03:59
    No replies, thread closed.
    Hi,

    We try to put "set participant data" in Architect for an inbound call-flow in order to calculate the number of received calls by a specific queue

    I didn't find which syntax I have to write on this participant data

    Please could you help me on this, by just providing an example ?

    Thank you in advance


  • 2.  RE: "Set Participant Data" to calculate number of received calls ?

    Posted 09-12-2018 10:06
    No replies, thread closed.
    FYI if you just want the # of calls in a queue, there are built-in ways to get that.  Check out the queue activity & queue performance views (https://help.mypurecloud.com/articles/queues-activity-views/, https://help.mypurecloud.com/articles/queues-performance-summary-view/), or the queue reports (https://help.mypurecloud.com/articles/choose-reports-use/)



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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: "Set Participant Data" to calculate number of received calls ?

    Posted 09-13-2018 20:58
    No replies, thread closed.
    What about inbound flows that don't have a queue, such as IVR flows?
    Is there a way to identify the number of calls using set participant data to grab this information or maybe create a dummy queue that captures the number of contacts that flow through the flows to appear in the Queues activity / performance view?

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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    Original Message


  • 4.  RE: "Set Participant Data" to calculate number of received calls ?

    Posted 09-14-2018 08:37
    No replies, thread closed.
    The dummy queue idea would work - any messaging could be put in the in-queue flow, which could then disconnect.

    Conversation attributes ("participant data") aren't available in the analytics service. You can get them from the conversations service, but they are only retained for a limited time (~90 days). Conversations must be fetched one at a time from the conversations service so rate limits might be a factor depending on your volume.

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    R. J. Smith
    Genesys - Employees
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    Original Message


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