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Hi 

I need to know how often a caller (ani) has been in contact with agents during a given time interval while the caller still is in the Inbound flow. 

For that I plan to use the API /api/v2/analytics/conversations/details/query endpoint – to extract the numbers. 

But I'm not sure that is the right way to do it because of the numbers of calls to the endpoint we have to make which might have an impact on other API request.

Does anyone have any experience retrieving that kind of data and if so, what was your approach.

Looking forward to hearing from you

/Torben 

Hi,

Depends on the timeframe, but you can also search for external contacts by ani, and then search for all Journey sessions for that contact.

Even if you don't save external contacts it will temporarily save contacts for 60 days for Customer Journey.

Hi 

I need to know how often a caller (ani) has been in contact with agents during a given time interval while the caller still is in the Inbound flow. 

For that I plan to use the API /api/v2/analytics/conversations/details/query endpoint – to extract the numbers. 

But I'm not sure that is the right way to do it because of the numbers of calls to the endpoint we have to make which might have an impact on other API request.

Does anyone have any experience retrieving that kind of data and if so, what was your approach.

Looking forward to hearing from you

/Torben 

Hi Jan, 

I hadn't thought of that approach.

So you're saying that even if the caller isn't being created as an external contact, the ANI and the journey are temporarily stored in Genesys? I tried searching for my "temporary external contact number" using /api/v2/externalcontacts/contacts?q=%2B4599999999, but didn't get any results. Is that the right endpoint I'm calling?

Regards, 
Torben 

Hi,

Depends on the timeframe, but you can also search for external contacts by ani, and then search for all Journey sessions for that contact.

Even if you don't save external contacts it will temporarily save contacts for 60 days for Customer Journey.

Hi 

I need to know how often a caller (ani) has been in contact with agents during a given time interval while the caller still is in the Inbound flow. 

For that I plan to use the API /api/v2/analytics/conversations/details/query endpoint – to extract the numbers. 

But I'm not sure that is the right way to do it because of the numbers of calls to the endpoint we have to make which might have an impact on other API request.

Does anyone have any experience retrieving that kind of data and if so, what was your approach.

Looking forward to hearing from you

/Torben 

Hi 

I need to know how often a caller (ani) has been in contact with agents during a given time interval while the caller still is in the Inbound flow. 

For that I plan to use the API /api/v2/analytics/conversations/details/query endpoint – to extract the numbers. 

But I'm not sure that is the right way to do it because of the numbers of calls to the endpoint we have to make which might have an impact on other API request.

Does anyone have any experience retrieving that kind of data and if so, what was your approach.

Looking forward to hearing from you

/Torben 

Hi 

I need to know how often a caller (ani) has been in contact with agents during a given time interval while the caller still is in the Inbound flow. 

For that I plan to use the API /api/v2/analytics/conversations/details/query endpoint – to extract the numbers. 

But I'm not sure that is the right way to do it because of the numbers of calls to the endpoint we have to make which might have an impact on other API request.

Does anyone have any experience retrieving that kind of data and if so, what was your approach.

Looking forward to hearing from you

/Torben 

Thanks for all the answers – I've made progress with the task, but I'm now facing another issue related to the API Explorer and building the request body for /api/v2/analytics/conversations/details/query.
How can I test whether tTalk under the agent session → metrics is present and populated with a value? I've tried pretty much everything but haven't been able to get that part working.

My Request Body look like this - hope some one can tell how to add the metrics filter :-)

{
  "interval": "${input.interval}",
  "order": "asc",
  "orderBy": "conversationStart",
  "paging": {
    "pageNumber": 999,
    "pageSize": 100
  },
  "segmentFilters": [
    {
      "type": "or",
      "clauses": [
        {
          "type": "and",
          "predicates": [
            {
              "type": "dimension",
              "dimension": "mediaType",
              "value": "callback"
            },
            {
              "type": "dimension",
              "dimension": "remote",
              "value": "${input.ANI}"
            }
          ]
        },
        {
          "type": "and",
          "predicates": [
            {
              "type": "dimension",
              "dimension": "ani",
              "operator": "matches",
              "value": "${input.ANI}"
            },
            {
              "type": "dimension",
              "dimension": "dnis",
              "operator": "matches",
              "value": "${input.DNIS}"
            },
            {
              "type": "dimension",
              "dimension": "purpose",
              "operator": "matches",
              "value": "agent"
            }
          ]
        }
      ]
    }
  ]
}

Thanks in advance.

/Torben

Hi 

I need to know how often a caller (ani) has been in contact with agents during a given time interval while the caller still is in the Inbound flow. 

For that I plan to use the API /api/v2/analytics/conversations/details/query endpoint – to extract the numbers. 

But I'm not sure that is the right way to do it because of the numbers of calls to the endpoint we have to make which might have an impact on other API request.

Does anyone have any experience retrieving that kind of data and if so, what was your approach.

Looking forward to hearing from you

/Torben 

Hi Torben,

for me the following code works. But maybe I forgot something to think about.

{
  "interval": "${input.startdate}/${input.enddate}",
  "order": "asc",
  "orderBy": "conversationStart",
  "paging": {
    "pageSize": 100,
    "pageNumber": 1
  },
  "segmentFilters": [
    {
      "predicates": [
        {
          "type": "dimension",
          "dimension": "mediaType",
          "operator": "matches",
          "value": "voice"
        },
        {
          "type": "dimension",
          "dimension": "ani",
          "operator": "matches",
          "value": "${input.customerANI}"
        }
      ],
      "type": "and"
    }
  ],
  "conversationFilters": [
    {
      "type": "and",
      "clauses": [
        {
          "predicates": [
            {
              "type": "metric",
              "metric": "tTalk",
              "operator": "exists"
            },
            {
              "type": "metric",
              "metric": "tVoicemail",
              "operator": "notExists"
            }
          ],
          "type": "and"
        }
      ]
    }
  ]
}

Thanks for all the answers – I've made progress with the task, but I'm now facing another issue related to the API Explorer and building the request body for /api/v2/analytics/conversations/details/query.
How can I test whether tTalk under the agent session → metrics is present and populated with a value? I've tried pretty much everything but haven't been able to get that part working.

My Request Body look like this - hope some one can tell how to add the metrics filter :-)

{
  "interval": "${input.interval}",
  "order": "asc",
  "orderBy": "conversationStart",
  "paging": {
    "pageNumber": 999,
    "pageSize": 100
  },
  "segmentFilters": [
    {
      "type": "or",
      "clauses": [
        {
          "type": "and",
          "predicates": [
            {
              "type": "dimension",
              "dimension": "mediaType",
              "value": "callback"
            },
            {
              "type": "dimension",
              "dimension": "remote",
              "value": "${input.ANI}"
            }
          ]
        },
        {
          "type": "and",
          "predicates": [
            {
              "type": "dimension",
              "dimension": "ani",
              "operator": "matches",
              "value": "${input.ANI}"
            },
            {
              "type": "dimension",
              "dimension": "dnis",
              "operator": "matches",
              "value": "${input.DNIS}"
            },
            {
              "type": "dimension",
              "dimension": "purpose",
              "operator": "matches",
              "value": "agent"
            }
          ]
        }
      ]
    }
  ]
}

Thanks in advance.

/Torben

Hi 

I need to know how often a caller (ani) has been in contact with agents during a given time interval while the caller still is in the Inbound flow. 

For that I plan to use the API /api/v2/analytics/conversations/details/query endpoint – to extract the numbers. 

But I'm not sure that is the right way to do it because of the numbers of calls to the endpoint we have to make which might have an impact on other API request.

Does anyone have any experience retrieving that kind of data and if so, what was your approach.

Looking forward to hearing from you

/Torben 

Hi Christoph,

I think I owe you a big draft beer :)  - your conversationFilters was exactly what I needed.

I really appreciate your help.

Regards,

Torben 

Hi Torben,

for me the following code works. But maybe I forgot something to think about.

{
  "interval": "${input.startdate}/${input.enddate}",
  "order": "asc",
  "orderBy": "conversationStart",
  "paging": {
    "pageSize": 100,
    "pageNumber": 1
  },
  "segmentFilters": [
    {
      "predicates": [
        {
          "type": "dimension",
          "dimension": "mediaType",
          "operator": "matches",
          "value": "voice"
        },
        {
          "type": "dimension",
          "dimension": "ani",
          "operator": "matches",
          "value": "${input.customerANI}"
        }
      ],
      "type": "and"
    }
  ],
  "conversationFilters": [
    {
      "type": "and",
      "clauses": [
        {
          "predicates": [
            {
              "type": "metric",
              "metric": "tTalk",
              "operator": "exists"
            },
            {
              "type": "metric",
              "metric": "tVoicemail",
              "operator": "notExists"
            }
          ],
          "type": "and"
        }
      ]
    }
  ]
}

Thanks for all the answers – I've made progress with the task, but I'm now facing another issue related to the API Explorer and building the request body for /api/v2/analytics/conversations/details/query.
How can I test whether tTalk under the agent session → metrics is present and populated with a value? I've tried pretty much everything but haven't been able to get that part working.

My Request Body look like this - hope some one can tell how to add the metrics filter :-)

{
  "interval": "${input.interval}",
  "order": "asc",
  "orderBy": "conversationStart",
  "paging": {
    "pageNumber": 999,
    "pageSize": 100
  },
  "segmentFilters": [
    {
      "type": "or",
      "clauses": [
        {
          "type": "and",
          "predicates": [
            {
              "type": "dimension",
              "dimension": "mediaType",
              "value": "callback"
            },
            {
              "type": "dimension",
              "dimension": "remote",
              "value": "${input.ANI}"
            }
          ]
        },
        {
          "type": "and",
          "predicates": [
            {
              "type": "dimension",
              "dimension": "ani",
              "operator": "matches",
              "value": "${input.ANI}"
            },
            {
              "type": "dimension",
              "dimension": "dnis",
              "operator": "matches",
              "value": "${input.DNIS}"
            },
            {
              "type": "dimension",
              "dimension": "purpose",
              "operator": "matches",
              "value": "agent"
            }
          ]
        }
      ]
    }
  ]
}

Thanks in advance.

/Torben

Hi 

I need to know how often a caller (ani) has been in contact with agents during a given time interval while the caller still is in the Inbound flow. 

For that I plan to use the API /api/v2/analytics/conversations/details/query endpoint – to extract the numbers. 

But I'm not sure that is the right way to do it because of the numbers of calls to the endpoint we have to make which might have an impact on other API request.

Does anyone have any experience retrieving that kind of data and if so, what was your approach.

Looking forward to hearing from you

/Torben