Genesys Cloud - Main

Hello,

Our customer wants to get the TALKTIME metric separately for incoming calls, outgoing calls and internal calls.
Is this possible using the API?

Thank you in advance

Anna

Hi Anna,

For incoming and outgoing calls, you could filter by the dimension for initial direction (direction - The direction of the communication): Analytics Dimensions

For internal calls, this is harder currently as there isn't a specific metric to filter out internal calls, there is an idea on the Genesys Cloud Ideas Portal: Improve Internal to Internal Metric Tracking and I would recommend adding your use case and voting for the idea.

It looks like it might be possible by using the participant data and if no external or customer is involved.  I found a thread on the developer forum: need guidance on how to filter internal external interactions 

Hello,

Our customer wants to get the TALKTIME metric separately for incoming calls, outgoing calls and internal calls.
Is this possible using the API?

Thank you in advance

Anna