API Support for Inbound data?

[dkprado]

Hi there. We are implementing Inbound (receptive) flows, and I would like to know which API resources are available for managing the Inbound activity, such as querying SLA, missed calls, etc.

Also, do we have such thing as a contact list for Inbound calls, something that would work as a catchall recipient for all numbers that dialed in?

[tim.smith]

You can use any API with data actions that doesn't require a user context. https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/

I'm not sure what you mean by "contact list for Inbound calls". Contact lists are for outbound campaigns to dial from, so I'm not sure how you'd use that concept for inbound.

[dkprado]

Hi Tim.

I understand that "contact lists" are for Outbound dialing. However, I expected PureCloud would somehow store the numbers dialing inbound. That's why I mentioned contact list, or similar.

How can I get inbound metrics, such as service level? I mean, how can I see that, say, 10 called me but I took 5 calls only?

Per my understanding the "Conversations" endpoint of the API will give me this sort of details.

Something like this (but not supported yet):

{
"interval": "2018-10-10T03:00:00.000Z/2018-10-11T03:00:00.000Z",
"order": "asc",
"orderBy": "conversationStart",
"paging": {
"pageSize": 25,
"pageNumber": 1
},
"conversationFilters": [
{
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "direction",
"operator": "matches",
"value": "inbound"
}
]
}
]
}

[tim.smith]

Metrics are returned from aggregate queries. You can find the available metrics here: https://developer.mypurecloud.com/api/rest/v2/analytics/metrics.html