Associated queue id for interactions

Analytics and Reporting
1

Hi,

at the moment we generate our own report data by accessing the interaction details data from endpoint /api/v2/analytics/conversations/details/query.

We wann to know, wich queue(s) and wich agent(s) are related to the interaction.

For the relationship between interaction and queue, we access the participant with purpose acd and extract the queue id.

If the agent makes an outbound call by starting a new interaction and selecting a queue, there ist no participant acd available in the interaction detail data.

Is there an attribute or object available, wich contains the associated queue id for an interaction outside the participant with purpose acd by using the endpoint /api/v2/analytics/conversations/details/query.?

2

In this scenario, the ACD Queue is not added as a participant to the outbound call (the call is not placed in Queue). The call is made "on behalf" of the Queue.
You can find the reference to the queue (via queueId attribute), under the participant's session segments (available in agent's participant and customer's participant - i.e. purpose = agent and purpose = customer).

With agent's participant (purpose = agent), you can find it (i.e. queueId) in segments with segmentType = contacting and dialing.
They are also present in other segmentTypes.
But contacting and dialing would correspond to the moment the agent selects the queue and number and dials.

If you are looking for outbound ACD calls (calls made on behalf of a Queue to an external number), which involved a specific queue, you could use the following query request body:

{
 "interval": "YOUR_INTERVAL",
 "order": "desc",
 "orderBy": "conversationStart",
 "paging": {
  "pageSize": 25,
  "pageNumber": 1
 },
 "segmentFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "purpose",
     "operator": "matches",
     "value": "agent"
    },
    {
     "type": "dimension",
     "dimension": "queueId",
     "operator": "matches",
     "value": "YOUR_QUEUE_ID"
    }
   ]
  }
 ],
 "conversationFilters": [
  {
   "type": "and",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "originatingDirection",
     "operator": "matches",
     "value": "outbound"
    }
   ]
  }
 ]
}

Regards,

3

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