Michael.Shrall | 2020-06-08 17:57:27 UTC | #1
I am looking for a way to get an aggregate query of all outbound dialer calls broken down by campaign which did not get delivered to an agent. I have tried a couple of things but I am unable to see this broken down by the campaign by wrapup code.
Here is my query.
{
"interval": "2020-05-29T06:00:00.000Z/2020-05-30T06:00:00.000Z",
"groupBy": [
"wrapUpCode"
],
"filter": {
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "outboundCampaignId",
"operator": "matches",
"value": "b6c6751e-026f-4f17-86de-2061e448fbdb"
}
]
},
"views": []
}
tim.smith | 2020-06-08 18:06:07 UTC | #2
That query works fine based on my testing. Note that there may also be a grouping without a wrapup code, which represents conversations that do not have a wrap code assigned. You may wish to add another predicate that for wrap up code exists.
If you're intending for the results to be grouped by campaign, you'll need to add that to the groupBy list, and will probably want to remove the predicate for campaign id since that filter would only ever have results for a single campaign.
Michael.Shrall | 2020-06-08 18:16:12 UTC | #3
I am seeing it run but it doesn't provide a breakdown by all of the system based wrap up codes I expect. I am ultimately trying to see how many calls did not get delivered to agents and the total time spent dialing those calls.
The reason for this is to compare the overall time the system was making calls to the overall time the agents were sitting idle looking at overall system performance. Ideally in a progressive campaign, these statistics would be very comparable.
tim.smith | 2020-06-08 18:27:55 UTC | #4
Customer-specific data can't be investigated via the forum. Please open a case with Care to investigate the missing wrap up codes in the response.
Michael.Shrall | 2020-06-08 18:42:48 UTC | #5
Isn't support going to respond that questions for "how-to" should go to the forum?
tim.smith | 2020-06-08 18:49:37 UTC | #6
Don't ask how. :) The issue you're reporting is that a query that's grouped by wrap up code is missing groupings for {specific wrap up code}. It should help streamline the case if you can provide a specific conversation id that has the wrap up code you're looking for that shows up in a detail query, but doesn't show up in the aggregate query grouping.
The reason that can't be investigated via the forum is 1) it requires us to exchange data that's private to your org on a public forum, and 2) I don't have access to your org's data like Care does.
system | 2020-07-08 18:49:40 UTC | #7
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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