Architect Hang up Events/Abandoned Calls

Genesys Cloud Applications Architect
1

Hello All,

I have a doubt about hang up events in architect. I would like to know, if exists anyway to capture abandoned calls in architect flow via API.

I need know how many calls drop out while browsing the IVR stream.

I did some tests using the following query (Conversation Query Details), but didn´t work:

{
"interval": "2022-04-01T00:00:00/2022-04-30T23:59:59",
"order": "asc",
"orderBy": "conversationStart",
"paging": {
"pageSize": 25,
"pageNumber": 1
},
"segmentFilters": [
{
"type": "or",
"clauses": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "disconnectType",
"operator": "matches",
"value": "peer"
},
{
"type": "dimension",
"dimension": "purpose",
"operator": "matches",
"value": "acd"
}
]
}
]
}
]
}

Thanks advance.

2

Have you tried looking at flow aggregates? https://developer.genesys.cloud/analyticsdatamanagement/analytics/aggregate/flow-query tFlowDisconnect should give you a count of sessions disconnecting in the IVR. You could group by conversationId if you looking for individual examples of conversations where this occurred for further investigation.

3

Hello ralegner,

I ran some tests using following query(Flow Aggregate query):

{
"interval": "2022-04-07T00:00:00/2022-04-07T23:59:59",
"groupBy": [
"flowName"
],
"metrics": [
"tFlowDisconnect",
"tFlowExit"
],
"views": [],
"divisionIds": []
}

Following documentation the "tFlowExit" return the total time spent in a flow for communications that exited regulary and your count.

But I tested two scenaries: First: Abandoning during the flow.
Second: I performed a complete navigation until the disconnection event of the flow

And both added to the tFlowDisconnet count.

Exist some form to separete this events?

4

Querying for the tFlowDisconnect metric, grouped by the disconnectType dimension should show that difference between the flow disconnecting normally and the customer abandoning while in the IVR.

5

Hi ralegner!

I put the dimension as you said, but I'm not getting the tFlowExit metric.

The abandonments are being counted, but I can't get the ones that executed successfully.

Here's the query I'm running:

{
"interval": "2022-04-07T00:00:00/2022-04-07T23:59:59",
"groupBy": [
"flowName"
],
"metrics": [
"tFlowDisconnect",
"tFlowExit"
],
"filter": {
"type": "and",
"predicates": [
{
"dimension": "mediaType",
"value": "voice"
},
{
"dimension": "disconnectType",
"value": "peer"
}
]
},
"views": [],
"divisionIds": []
}

would you have any example to collect both values?

Thank you

6

You would need to remove your filter for the disconnectType of peer. I was suggesting grouping by disconnectType. If you want to subdivide that by flowname as well, just do multiple group bys. Something like

{
  "interval": "2022-04-07T00:00:00/2022-04-07T23:59:59",
  "granularity": "P1D",
	"groupBy": ["flowName","disconnectType"],
  "metrics": [
"tFlowDisconnect","tFlowExit"
  ],
  "filter": {
	   "type": "and",
	   "predicates": [
	    {
	     "dimension": "mediaType",
	     "value": "voice"
	    }
	   ]
  }
}

You'll see that the ones that end up emitting tFlowExit for successful exits out of the flow have "disconnectType": "transfer"

Limiting your filter criteria to the peer disconnect type is why you're filtering out the tFlowExit values.

7

Hello ralegner,

Thank you very much! the query works fine!

Just one more doubt, the abandoned calls are contabilize based at flow name.

I can filter this calls based at Task in Flow?
So that I can know in which task the most abandonments are occurring.

Best Regards,

8

No metrics do not natively subdivide actions by tasks in the flow and in order to be relevant for metrics from the aggregate endpoint, there would need to be a corresponding metric for each task but we do not currently support that level of granularity.

One feature you could take advantage of in this scenario is to setup flow outcomes for the task that you want to track. Set Flow Outcome action - Genesys Cloud Resource Center This wouldn't help you retroactively, but if you wanted to setup something specific to track a task a flow outcome can be setup to add tracking to it which will emit the metrics that come along with flow outcomes. nFlowOutcome would show you each time that outcome is used.

9

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