Bindu | 2017-02-17 15:29:46 UTC | #1
I am using "PostConversationAggregateQuery" API and trying to get the metrics value for Inbound,Outbound and Inbound/Outbound calls like tAnswered,tHandle,tHeld,tIVR,tTalk,tTalkCompelete,tHeldComplete, ntransferred,tAbandon,tWait,tACD,tACW,tAgentRoutingStatus in custom report.Please I request to provide me the information of the calculation (i.e. formula) for each of the metrics.How it is inter-related to each other within the Call Flow? I have followed the below link for definitions: 1.) https://help.mypurecloud.com/articles/plan-metrics-measurement-and-reporting/ 2.) https://developer.mypurecloud.com/api/rest/v2/analytics/metrics.html I am getting always null value for tAgentRoutingStatus.Please find the below code snippet for the reference.
body.GroupBy = new List<AggregationQuery.GroupByEnum>()
{
AggregationQuery.GroupByEnum.Conversationid,
};
body.Metrics = new List<AggregationQuery.MetricsEnum>()
{
AggregationQuery.MetricsEnum.Tabandon,
AggregationQuery.MetricsEnum.Tacd,
AggregationQuery.MetricsEnum.Tacw,
AggregationQuery.MetricsEnum.Tagentroutingstatus,
AggregationQuery.MetricsEnum.Tanswered,
AggregationQuery.MetricsEnum.Thandle,
AggregationQuery.MetricsEnum.Theld,
AggregationQuery.MetricsEnum.Tivr,
AggregationQuery.MetricsEnum.Ttalk,
AggregationQuery.MetricsEnum.Ttalkcomplete,
AggregationQuery.MetricsEnum.Theldcomplete,
AggregationQuery.MetricsEnum.Ntransferred,
};
AggregateQueryResponse result = apiInstance.PostConversationsAggregatesQuery(body);
I request to do the needful.
tim.smith | 2017-02-17 15:31:46 UTC | #2
Not all metrics are available on all analytics resources. tAgentRoutingStatus doesn't make sense for a conversation aggregate query because an agent's routing status is not data about a group of conversations.
Bindu | 2017-02-18 00:32:54 UTC | #3
Is it possible to get the tAgentRoutingStatus value for all the calls in the report like for each and every particular call what was the tAgentRoutingStatus? Please can I get the more information for the metrics which I had mentioned above its calculation and how it is correlated in the call flow.
tim.smith | 2017-02-21 15:12:14 UTC | #4
Bindu, post:3, topic:933
Is it possible to get the tAgentRoutingStatus value for all the calls in the report like for each and every particular call what was the tAgentRoutingStatus?
tAgentRoutingStatus doesn't make sense in the context of a conversation. That metric is a count of the time spent in a given routing status. There's no correlation between the duration of an agent's routing status for an interval and a conversation.
Bindu, post:3, topic:933
Please can I get the more information for the metrics which I had mentioned above its calculation and how it is correlated in the call flow.
See the Analytics documentation for metrics and dimensions.
Bindu | 2017-02-22 22:55:04 UTC | #5
I have gone through those documents.But I need more information or clarification so I request you to do the needful.
tim.smith | 2017-02-23 15:27:32 UTC | #6
If you can ask a specific question, I can try to answer it for you.
system | 2017-08-28 19:32:12 UTC | #7
This post was migrated from the old Developer Forum.
ref: 933