Adrian_Santamaria | 2019-11-07 09:08:35 UTC | #1
Hello
Is there a way to use the Query for Conversation Details filtering by the callback number?
I've seen here that "callbackNumber" is a valid dimension, but not searchable. Does it mean that there is no way to filter by it?
We can't simply use the ANI/DNIS, because it is not always the same as the callback number. Also, we have interactions with callbacks scheduled using the API, so sometimes there is no ANI nor DNIS.
We would like to avoid filtering post-processing the query response, because there would be many interactions with callbacks, and the query size is capped at 100. Furthermore, the API call(s) would be done by a Data Action inside an Architect call flow, so it would cause a too long pause within the IVR.
Thanks
tim.smith | 2019-11-07 16:05:35 UTC | #2
callbackNumber is not a searchable dimension per the documentation: https://developer.mypurecloud.com/api/rest/v2/analytics/dimensions.html. Dimensions that are not searchable cannot be searched for using a filter. You can request new features at https://purecloud.ideas.aha.io/ideas.
Adrian_Santamaria | 2019-11-07 16:26:20 UTC | #3
Ok, thank you Tim.
So I understand then that there is no solution other than retrieve all the conversations which have callbacks, and post-process all the list to get the ones with the searched number, right?
tim.smith | 2019-11-08 14:44:31 UTC | #4
That's correct.
system | 2019-12-09 14:44:38 UTC | #5
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