dhekragh | 2022-01-18 16:26:33 UTC | #1
Hi there, Is there a way to calculate the total number of abandoned calls with the data that come from the analytics details api ?
tim.smith | 2022-01-20 14:35:37 UTC | #2
If you apply a filter to only return abandoned calls (i.e. a segment with purpose=acd and disconnectType=peer), you can count the results you get back to give you a count of abandoned calls.
dhekragh | 2022-01-20 15:02:40 UTC | #3
thank you for your reply, and for those abandoned calls that were outside the service level target time, which is configured in genesys ? I mean the total of abandoned calls that were cancelled because the customer has waited for a period longer than the sla
tim.smith | 2022-01-20 15:14:09 UTC | #4
I don't believe you can filter on SLA in a detail query. But you can calculate the time spent in queue in your app by inspecting each conversation and calculating the end time - start time.
dhekragh | 2022-01-20 16:10:52 UTC | #5
thank you for your quick reply , is that mean that we have to calculate the time spent in each queue for the abandoned calls , wich has as you said segment type=acd and disconnect type='peer' and compare that time whith the service level target time for that queue?
tim.smith | 2022-01-20 16:15:14 UTC | #6
I meant that generically speaking, if the response data doesn't have exactly what you want, you can calculate exactly what you want using the data that does exist.
system | 2022-02-20 16:15:41 UTC | #7
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