JulianAlejandroVil | 2023-02-17 09:40:11 UTC | #1
Hi,
I am doing some data pulls via the conversation aggregate method, but the issue is that whenever in our system a transferring occurs between two divisions and they speak to each other (the agents) before transferring the customer, the data from the "internal" call between the agents gets stored and makes it so that we get duplicate entries from divisions that technically dont have access to particular queues.
Could you please guide me to filter this out, or at least have it marked somehow
Thanks in advance!
Eos_Rios | 2023-02-17 13:58:19 UTC | #2
Division is a multi-valued dimension, like skills. That means you get the data for every value of any of them anytime a call has more than one because each of those values has equal claim to the data. (When a call crosses divisions all those divisions have full access to the entire call to understand what happened, not just 'their' portion)
If you specify "flattenMultivaluedDimensions = true" that changes the duplicated data to a single group where the dimension is a string containing both values, like 'division1;division2'.
There are pros and cons to both ways of expressing the data, we're left to pick which version we can make work for our implementations.
system | 2023-03-20 13:56:18 UTC | #3
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