jelksnitis | 2017-03-06 16:31:46 UTC | #1
Hi,
We are having a potential issue with the conversation aggregate query in the analytics API when we are querying conversations for Outbound Campaigns. It seems that the query result is not returning after call work time in the aggregate results. We are also unable to see which metric would contain the wait/preview time (the pre-call time) for outbound campaigns dialed in preview mode.
We are using the API endpoint at:
/api/v2/analytics/conversations/aggregates/query
We have a filter using a single predicate to match on the outboundCampaignID for the campaign we are querying.
The query result returns the correct talk time value (tTalk, tTalkComplete), but returns 0 for the after call work value (tAcw). The after call work time we are expecting is also not included in the handle time (tHandle), which also seems to only include the talk time.
Again, we are also dialing these campaigns in preview mode - we would like to know which metric contains the preview wait time as well. We do not get any value returned for tAnswered (not a 0, this attribute is not present in the api response even if we request it explicitly as a metric).
Just to note, it seems that the Dialer Call History report available via the Purecloud UI also does not include after call work or preview pop time in the "duration" field.
We need to determine the duration of an entire outbound interaction dialed in preview mode, including the preview wait time, the on call time, and the after call work time. Ideally using the aggregate query, by campaign.
Any help would be appreciated!
Thanks, John
tim.smith | 2017-03-07 17:35:21 UTC | #2
jelksnitis, post:1, topic:1007
It seems that the query result is not returning after call work time in the aggregate results.
If you're sure there was actually ACW activity for the conversations that match your filters and interval, please open a ticket with PureCloud Support for investigation. Be sure to note the absence of ACW in the API results as well as the report. This sounds like a potential bug and needs to be investigated further.
jelksnitis, post:1, topic:1007
we would like to know which metric contains the preview wait time as well.
Preview time is currently not tracked as a metric, but I have submitted an enhancement request to add support for it.
system | 2017-08-28 19:32:37 UTC | #3
This post was migrated from the old Developer Forum.
ref: 1007