square_eyes | 2019-11-26 03:48:23 UTC | #1
Where in the API can I find a metric, or otherwise calculate, customer call duration?
This would include time in IVR, hold, talk, and ext transfer to third party.
This would exclude agent Wrap (where wrap doesn't overlap a subsequent customer segment).
I think the Customer Interact Duration metric in the canned reports, and interaction UI is the stat I want, but I can't find it in the API.
I'm looking to aggregate this data for a report each month, which is why the Interaction Details Report, which has Duration, isn't all that useful to me. You also have to manually select each agent individually.
I wish to also know direction breakdown e.g for externally transferred calls.
e.g.
tim.smith | 2019-11-26 20:41:45 UTC | #2
The analytics conversation detail query will give you all of the segment data shown in that screenshot. You can then make your own custom calculations based on that.
square_eyes | 2019-11-27 00:38:47 UTC | #3
Isn't there a better way of getting an aggregate, than retrieving a list of every conversation in a month... and increment through it, adding up the segments?
tim.smith | 2019-11-27 14:47:55 UTC | #4
You can add aggregations to conversation detail queries using standard metrics, but it sounded like you were interested in a custom calculation. If the existing metrics don't provide you the data in the way you want it, you'll have to calculate it yourself using the detail data.
square_eyes | 2019-11-27 20:53:55 UTC | #5
Yeah fair enough. I guess at a minimum I had hoped to be able to access "Duration" via con aggregates as it appears frequently in the UI/canned reports.
tim.smith | 2019-11-27 22:57:45 UTC | #6
"duration", specifically, isn't a metric. But there are several metrics that calculate a duration in different ways.
system | 2019-12-28 23:04:32 UTC | #7
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.
ref: 6570