t-iizuka | 2020-09-08 09:10:26 UTC | #1
I created a custom DataAction that get the current number of interaction in the flow,then I tested the action(active inbound call is establishing on agent). However results always return 0.Coud you tell us cause of the return 0 ?
Get-Num-of-Interacting-in-Flow-20200904112230.custom.json|attachment (1.6 KB)
Thank you Taku Iizuka
anon11147534 | 2020-09-08 12:04:35 UTC | #2
Hi,
I've tested your DataAction and it appears to be working correctly. It seems that your query is returning 0 as the count value. The flow aggregate query might be what you're looking for. To use this you'll need to know the interval that you're looking to observe. The relevant metric would be nFlow in this case.
t-iizuka | 2020-09-09 06:34:44 UTC | #3
Hi Ronan
Thank you for your support. I tryied it the qery,though I would like to get the current establishing call counts in the call flow. Does possible the flow aggregate query(nFlow metric) to get it?
Regards, Taku Iizuka
Jerome.Saint-Marc | 2020-09-09 12:38:46 UTC | #4
Hello,
I think there is unfortunately no simple answer/solution to your question. Or it depends what you are trying to count - interactions currently under the control of a flow - or interactions that are or were managed by a flow and are either in the flow or in an ACD Queue.
To clarify first why you are getting 0 value with your Data Action and your test. The Query for flow observations (using a filter on flowId) will return the number of current interactions in the flow (oFlow metric).
From what I read in your question, you are performing the request (query for flow observations) when "active inbound call is establishing on agent". So at that time, the call is not under the flow control anymore. As a matter fo fact, as soon as the call is put in the ACD Queue, it is not under flow control (the flow is not an active participant of the conversation anymore).
You would get a non-zero value if you were to perform the query while your call is still managed by your flow (before it is put in the ACD Queue).
The Query for flow aggregates and nFlow will not be what you are looking for either. This query (and nFlow) is to return all calls that went through the flow in the requested time interval (calls which are already ended + calls which are in the flow or in the ACD Queue or connected to an agent).
If you are trying to get the number of calls that were managed by a specific flow, AND are still active (not terminated/ended) AND are currently under the control of a flow or under the control of an ACD Queue - BUT not connected to an agent yet I think you would have to combine 2 things/queries: A Query for flow observations which will give you the number of interactions currently under the control of that flow. + Counting how many conversations are returned using a Query for Conversation Details specifying a filter for the flowId + other filters to only count conversations who are in a Queue but not connected to an agent. The Query for Conversation Details doesn't return a number like the Query for flow observations and oFlow but a list/array of conversations that match the filters.
I can't say if there is a simpler way to achieve this as I am not expert in Analytics part. And not entirely sure what filters would have to be used in the Query for Conversation Details.
Jason_Mathison | 2020-09-09 12:49:35 UTC | #5
Hi t-iizuka,
You might also take a look at this idea and potentially vote for it or add your use case to it.
https://genesyscloud.ideas.aha.io/ideas/CLSELF-I-33
--Jason
t-iizuka | 2020-09-10 08:31:09 UTC | #6
Hello, Jerome
I didn't understand correctly the oFlow.
as soon as the call is put in the ACD Queue, it is not under flow control (the flow is not an active participant of the conversation anymore).
That is correct.I tested at the call flow that call does not transfer to Queue (like loop play prompt.),then metric returned expected value.
I should have the question whether can getting current call number through at DID(like AVAYA VDN).
I created both oWaiting of oInteraction action, and I'll combination these actions for meets reqierement. Thank you for your support.
Jason
Thank you for tell me that idea, I have very interesting it and I'd like to post feedback.
Taku Iizuka
system | 2020-10-10 08:31:09 UTC | #7
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