Aggregate analytics query now supports non-ACD data

[anon28066628]

Aggregate analytics query now supports non-ACD data

I'd like to share a recent update to the analytics service – the aggregate metrics query in the PureCloud API now supports filtering for non-ACD data. Customers and partners can now more easily create reports and views around interactions that are not routed to an ACD queue. This includes calls that disconnect in an IVR call flow, inbound DID calls, direct dial outbound calls, calls routed to personal voicemail from the IVR, and other call types that do not involve contact center queues and agents.

Technical details

Filter predicates for the conversation aggregates query now support the notExists operator for the queueId dimension. Previously, only the matches operator was supported.

POST /api/v2/analytics/conversations/aggregates/query

https://developer.mypurecloud.com/api/rest/v2/analytics/conversation_aggregate.html

Example Query payloads

// EXISTING - filter for specific Queue(s)
{
    "interval": "2018-01-01T05:00:00.000Z/2018-03-10T05:00:00.000Z",
    "filter": {
        "type": "or",
        "predicates": [{
            "type": "dimension",
            "dimension": "queueId",
            "operator": "matches",
            "value": "6d8d73de-0dc1-48d2-b41a-cd37074526b5"
        }]
    }
}

// NEW - filter for calls not associated with a Queue
{
    "interval": "2018-01-01T05:00:00.000Z/2018-03-10T05:00:00.000Z",
    "filter": {
        "type": "or",
        "predicates": [{
            "type": "dimension",
            "dimension": "queueId",
            "operator": "notExists"
        }]
    }
}