Resolutions Aggregate query
Resolutions aggregate queries show a high-level summary of NCA (next contact avoidance) data for conversations. For conversations with multiple externalContactIds only the conversation initiator is tracked for NCA.
Metrics
Metric | Description | Preview |
nNextContactAvoided | The number of interactions for which next contact was avoided. |
Dimensions
Dimension | Type | Description | Preview |
conversationId | UUID | The ID of the conversation was handled. | |
externalContactId | UUID | The ID of the Genesys Cloud external contact associated with this conversation. | |
mediaType | Enum (callback, chat, cobrowse, email, internalmessage, message, screenshare, video, voice) | The mediaType of the communication. | |
queueId | UUID | The ID of the last queue on which the conversation was handled. | |
requestedRouting | Enum (Bullseye, Conditional, Last, Manual, Other, Predictive, Preferred, Standard, Vip) | Requested Routing Type(s) of the communication. | |
usedRouting | Enum (Bullseye, Conditional, Last, Manual, Other, Predictive, Preferred, Standard, Vip) | Used Routing Type of the communication. | |
userId | UUID | The ID of the last user who handled the conversation. | |
wrapUpDate | DateTime | The time when conversation was wrapped up in milliseconds since the epoch in UTC. |
Metrics and dimensions that are marked as preview may not have been released yet and are subject to change at any time without notice.
The syntax of this query conforms to the general template for aggregate queries.
Query alternate time dimension fields
eventTime - Refers to the time the NextContactAvoided event was fully processed, the processing time for these events includes the time period required before NCA is considered achieved (default 7 days) plus an internal processing delay.
wrapUpDate - Refers to the time the last wrapUp occurred on a conversation that has achieved NCA.
Note - When using wrapUpDate dimension there will be no data available for intervals where NCA achievement is not possible (default the last 7 days), the data returned by intervals that include the several days preceding this window may not be accurate due to internal processing delays.
By default wrapUpDate alternate time dimension is used.
Example query
This query is asking for the next contact avoided metric (nNextContactAvoided) for a specific queue on January 3rd 2021. The results are partitioned into one hour sized buckets and grouped by user ID.
{
"interval": "2024-11-03T00:00:00.000Z/2024-11-04T00:00:00.000Z",
"granularity": "PT1H",
"groupBy": [
"userId"
],
"metrics": [
"nNextContactAvoided"
],
"filter": {
"type": "and",
"predicates": [
{
"dimension": "queueId",
"value": "00112233-1111-2222-3333-444444444444"
}
]
}
}Example response
The result returns one group for each interval and user ID with matching data. The original query asked for a full day broken into one hour partitions. In the response, there are only two intervals with matching data. Within each, we see the aggregated metric count.
{
"results": [{
"group": {
"userId": "87654321-1111-2222-3333-444444444444"
},
"data": [{
"interval": "2024-11-03T10:00:00.000Z/2024-11-04T11:00:00.000Z",
"metrics": [{
"metric": "nNextContactAvoided",
"stats": {
"count": 4
}
}]
}]
}, {
"group": {
"userId": "00112233-1111-2222-3333-444444444444"
},
"data": [{
"interval": "2024-11-03T12:00:00.000Z/2024-11-04T13:00:00.000Z",
"metrics": [{
"metric": "nNextContactAvoided",
"stats": {
"count": 14
}
}]
}]
}]
}