square_eyes | 2017-12-07 16:23:24 UTC | #1
Is it possible to return dialler contacts call outcomes?
For example, if a contact is attempted, but not delivered to an agent, how can we access this result for our reporting purposes?
Use cases
- We want to run an extract for all contacts that have either not answered or been an answerphone for >3 tries.
- We use this info for propensity modelling. For example establishing optimal dial times for certain record types.
I'm reading this answer https://developer.mypurecloud.com/forum/t/how-to-get-contacts-within-a-contactlist/391/14
Which seems to show a way to return attempts count. But I want to see results for each attempt on the contact ID.
tim.smith | 2017-12-07 16:10:02 UTC | #2
You need to use an analytics conversation details query. You can create a segment filter on outboundContactId to get the details of all conversations that are tagged with a given contact id.
square_eyes | 2017-12-08 02:55:12 UTC | #3
Great thanks. One last question. Is there an endpoint to return wrap codes. System wrap codes seem not to be included.
tim.smith | 2017-12-08 18:37:50 UTC | #4
The Routing APIs will give you wrap up codes configured in the system (GET /api/v2/routing/wrapupcodes) and configured for a given queue (GET /api/v2/routing/queues/{queueId}/wrapupcodes).
The Conversation APIs has an endpoint to get the wrap up codes available to a particular participant in a particular conversation (GET /api/v2/conversations/{conversationId}/participants/{participantId}/wrapupcodes). This endpoint serves to answer the agent's question "what wrap up codes can I assign to this call?". This is the only place you'll see the default wrap up code returned.
square_eyes | 2018-01-06 08:35:15 UTC | #5
Hi Tim. Just wanting to clarify, we aren't seeing participants with system wrapup codes coming via the conv details query api, for progressive dialler calls. Is this expected behaviour?
Calling the same api should return the same data/schema irrespective of whether a filter is applied. Is there any reason the conv api does have dialler outcomes via particapants, and not the conv details api?
Running a segment filter is casting a much wider net than we'd like and overkill from a dev and likely resource perspective. We may as well be polling each conversation and getting the info that way.
tim.smith | 2018-01-05 20:53:28 UTC | #6
I've discussed with the analytics dev team and some wrap up data is intentionally discarded initially by analytics. When a conversation is 2+ days old, more wrap up code data should begin to appear in analytics results containing the conversations.
system | 2018-02-05 20:53:26 UTC | #7
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