Jon_Kane | 2018-08-10 17:54:20 UTC | #1
We are using the aggregate API to retrieve conversation IDs for a given timeframe, we then query the conversation detailed API with these conversation IDs to get more details (agent, queue etc.)
The problem is we have noticed that outbound calls are lower than expected - this seems to be explained by some conversations not being returned by the aggregate API.
We currently believe the missing calls were not actually connected (agent made outbound call, but no answer on other end).
The calls are not shown when we query the aggregate API using this query: {"interval" : "2018-05-16T20:00:00/2018-05-16T21:00:00","granularity": "PT1H", "groupBy": ["conversationId","dnis","userId"],"filter":{"type":"and","predicates":[{"dimension":"mediaType","value":"voice"},{"dimension":"direction","value":"outbound"}]}}.
These conversations are also missing from the "Interactions Details Report" that is available out-of-the-box in the PureCloud dashboard.
However, when we query the detailed API, the query actually returns data for these, just not the aggregate one.
Is there a default setting excluding these non-connected calls from our view? How would we go about including these in our reports moving forward?
max | 2018-08-27 14:37:56 UTC | #2
Please also note I have tried implementing a smaller time interval (1 minute) but get an error:
HTTP response headers: HTTPHeaderDict({'Content-Length': '318', 'Via': '1.1 62bfddf007f62547e3e721f2f9789b1c.cloudfront.net (CloudFront)', 'Pragma': 'no-cache', 'X-Cache': 'Error from cloudfront', 'Expires': '0', 'inin-ratelimit-allowed': '300', 'inin-ratelimit-count': '301', 'ININ-Correlation-Id': 'aaa6963a-80d2-49fc-baab-bb25a430d97b', 'Connection': 'keep-alive', 'X-Amz-Cf-Id': 'Y5HM8oHCwevefhDbzYaUQA0powEJq0qKzus-7rqyqkSipzvmpxXw==', 'inin-ratelimit-reset': '1', 'Cache-Control': 'no-cache, no-store, must-revalidate', 'Date': 'Mon, 27 Aug 2018 13:17:10 GMT', 'Content-Type': 'application/json'}) HTTP response body: {"status":429,"code":"too.many.requests","entityName":"token","message":"Rate limit exceeded the maximum [300] requests within [60] seconds","details":[{"errorCode":"inin-ratelimit-count","fieldName":"301"},{"errorCode":"inin-ratelimit-allowed","fieldName":"300"},{"errorCode":"inin-ratelimit-reset","fieldName":"1"}]}
We do believe it is more likely that this issue is an account level set up issue than the API itself as these conversations are also missing from built in reports
Thanks !
tim.smith | 2018-08-27 14:41:29 UTC | #3
I apologize for the delay on this post; I missed it originally. Please open a case with PureCloud Care to report missing data.
tim.smith | 2018-08-27 14:42:30 UTC | #4
Please also note I have tried implementing a smaller time interval (1 minute) but get an error:
"status":429,"code":"too.many.requests"
Please see the documentation on API Rate Limiting.
max | 2018-08-31 17:12:11 UTC | #5
Thanks for the reply Tim
I understand the error is due to API limits but the problem with a wider timeframe is it may be excluding conversations from what we've been told, when there is too much data - hence trying to reduce the interval
system | 2018-09-30 17:12:12 UTC | #6
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