rebekaye | 2019-11-13 17:17:32 UTC | #1
I want to be able to track how many callbacks my agents take. However, on the normal reporting, it shows them as an outbound call even though they are considered inbound calls for my agents. is there a way to have a report include the callbacks in my agents inbound call data?
tim.smith | 2019-11-13 17:20:23 UTC | #2
The outbound calls you're seeing are indeed outbound calls because they originate from within PureCloud to an external party. You can't change the direction of conversations in the data. However, it sounds like you're looking to create some sort of report that combines both inbound ACD voice calls as well as callbacks. If that's the case, you'll want to look at a report that can combine voice and callback media types.
If you need assistance understanding or choosing the correct report, please post on the PureCloud Community Forum as this forum is specific to APIs and customizations.
If you are attempting to create a custom solution, look into the Analytics APIs and the Analytics Query Builder.
https://developer.mypurecloud.com/api/rest/v2/analytics/
https://developer.mypurecloud.com/developer-tools/#/analytics-query-builder
system | 2019-12-14 17:20:24 UTC | #3
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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