Hello,
This data can be extracted using this api ? looking for the right segment each time
GET /api/v2/conversations/callbacks/{conversationId}
example:
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Rihab BEN MALEK
Teleperformance France SA
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Original Message:
Sent: 03-25-2024 06:27
From: Lawrence Drayton
Subject: date taken in charge callback
You could use the API to extrapolate when the first "agent" segment was, this would give you the date/time. You could then subtract that from the start of the conversation/initialisation
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Lawrence Drayton
Prvidr Pty Ltd
Original Message:
Sent: 03-22-2024 16:33
From: Rihab BEN MALEK
Subject: date taken in charge callback
Hello,
on a callback interaction where the callback has not been taken by an agent for x amount of time, how could we identify the start time of callback exactly when the agent took the callback? on the interaction we have the entire duration of the callback from planning to final takeover (startdate, end date), which distorts the reports!
example:
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony
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Rihab BEN MALEK
Teleperformance France SA
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