Ben_Carroll | 2017-07-31 20:34:09 UTC | #1
Looking at the Conversation Analytics Detail object, how can I determine when a call has been "Dropped"?
tim.smith | 2017-07-31 21:12:29 UTC | #2
What do you mean by "dropped"? If you mean in-queue abandons, take a look at this answer: https://developer.mypurecloud.com/forum/t/how-to-get-conversation-details-for-abandoned-calls/279/5?u=tim.smith
Ben_Carroll | 2017-07-31 21:19:43 UTC | #3
Outbound predictive calls that don't get answered fast enough. When the system begins to initiate the disconnect and the customer answers the phone.
tim.smith | 2017-08-02 15:08:56 UTC | #4
Two things can't happen at the same time; something has to happen first. Either PureCloud initiates the disconnect before the customer answers or the customer answers before PureCloud issues the disconnect. There is a slight delay between when we disconnect the call and when the customer's carrier terminates their leg of the call, however. But if the customer answers the call during that tiny window, we won't know because we've already disconnected the call.
Ben_Carroll | 2017-08-02 16:31:44 UTC | #5
Thank you for that clarification. Another variation of a dropped call would be a predictive dialed phone that has no agent to transfer to.
Ben_Carroll | 2017-08-07 13:34:10 UTC | #6
I'm sorry if I was not clear enough in my previous statement but this is a continuation of the original question. How can I tell when a predictive dialed phone call is not transferred to an agent but answered by the customer?
tim.smith | 2017-08-07 13:37:21 UTC | #7
Look for conversations without a segment where an agent was connected. You could also look for the dialer wrap up code ININ-OUTBOUND-FAILED-TO-REACH-AGENT or ININ-OUTBOUND-DISCONNECT.
Ben_Carroll | 2017-08-07 13:44:37 UTC | #8
Two things. First, if using the dialer wrap up code is the method, would "ININ-OUTBOUND-TRANSFERRED-TO-QUEUE" not also be a potential indicator of a "dropped predictive call"? Secondly, "ININ-OUTBOUND-DISCONNECT", based on the description in the documentation, is an indication of the customer hanging up the call, not a failure to connect to an agent.
tim.smith | 2017-08-07 13:46:01 UTC | #9
Can you explain what you mean by "failure to connect to an agent"? What kind of failure are you looking for?
Ben_Carroll | 2017-08-07 13:48:54 UTC | #10
Predictive calling algorithm thinks 10 agents will be ready in the next time interval but only 9 are. The tenth number dialed in anticipation of there being 10 agents available is answered by the customer but no agent is available.
tim.smith | 2017-08-07 13:59:29 UTC | #11
The description for ININ-OUTBOUND-FAILED-TO-REACH-AGENT seems to match what you're looking for.
The system successfully transferred the call to a queue but disconnected before an available agent took the call. This occurs when a live voice, machine, or line connects and the answering machine detection option is turned off.
It would probably be useful for you to create a new campaign and replicate the exact scenarios you're interested in. You can then inspect the resulting analytics/conversation data to see exactly what the conversation objects look like for those scenarios.
Ben_Carroll | 2017-08-07 14:00:01 UTC | #12
Would you say that is the only status to look for or would "ININ-OUTBOUND-TRANSFERRED-TO-QUEUE" also potentially indicate a dropped call?
tim.smith | 2017-08-07 14:14:45 UTC | #13
Again, it depends on what your definition of "dropped" is. Using your previous definition of "Outbound predictive calls that don't get answered fast enough", you would need to include calls that didn't have a connected agent segment as well as calls that did have a connected agent but the alerting time for the agent was greater than the amount of time you determine is "fast enough".
Ultimately, you need to define your requirements for what data you're looking for and then create filters or logic to parse the results to extract the data that meets your requirements. If you need hands-on help defining your requirements or matching the analytics data to your requirements, Genesys Professional Services can be hired to do this for you or provide consulting to assist you with the requirements/design.
system | 2017-08-28 19:36:01 UTC | #14
This post was migrated from the old Developer Forum.
ref: 1619