Genesys Cloud - Main

 View Only

Sign Up

  • 1.  True Abandon Rate - Accurate Data Extraction

    Posted 5 days ago
     
     
    Hi, we are trying to extract the True Abandon Rate and we are having challenges
     
    get/api/v2/outbound/campaigns/{campaignId}/stats
    Get statistics about a Dialer Campaign
     
     
    get/api/v2/outbound/campaigns/{campaignId}/diagnostics
    Get campaign diagnostics
     
     
    From the Campaigns dashboard definition: calls transferred to the queue that never reached an agent.
     
    That maps to standard queue abandon math:
    Numerator: nOutboundAbandoned
    Denominator: nOffered 
     
    Rate: nOutboundAbandoned/ nOffered * 1
     
    {
      "interval": "2026-01-22T08:00:00.000+08:00/2026-01-22T23:59:59.999+08:00",
      "metrics": [
        "nOffered",
        "nOutboundAbandoned"
      ],
      "filter": {
        "type": "and",
        "predicates": [
          {
            "type": "dimension",
            "dimension": "outboundCampaignId",
            "operator": "matches",
            "value": "<CAMPAIGN ID>
          }
        ]
      }
    }
     
    Issue with this API. The interval is static. We need to replicate the True Abandon Rate shown in the Outbound Campaigns dashboard. (Outbound > Outbound Campaigns)


    #Outbound

    ------------------------------
    Kenneth Roy Garcia
    n/a
    ------------------------------


  • 2.  RE: True Abandon Rate - Accurate Data Extraction
    Best Answer

    Posted 5 days ago

    Good Day Kenneth

    Not sure if this will resolve your problem but have you tried using the notification API.

    The outbound campaign stat notification API seems to update on or close to real-time - https://developer.genesys.cloud/notificationsalerts/notifications/available-topics 

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 3.  RE: True Abandon Rate - Accurate Data Extraction

    Posted 5 days ago

    Hey thank you and this is interesting. I have not tried notifications yet. Does this work like the standard API or this requires websocket in order to fetch it?

    Also specific API endpoints did you use?




    ------------------------------
    Kenneth Roy Garcia
    n/a
    ------------------------------

    Original Message


Related Content