Hi team I could use some help with callback call talk time
Using
/api/v2/analytics/conversations/aggregates/query
Is there a way to accurately get the talk time of just the call portion of callbacks when filtered by queue?
I ask because tTalk time for callbacks is not the talk time, it matches the entire handle time so its the entire interaction time, so includes time between agent receiving the callback and placing the callback as well as the time between after the call is completed and the callback is ended. So not the "talk" time of the call portion.
tTalk for Voice media does capture the actual talk time for the callback call when filtering by direction outbound, but also includes all the other Outbound calls made on behalf of the queue. And now I need to look at both Voice metrics and callback metrics to get a complete look of a callback.
So if I want to know how what the talk time is on callbacks vs inbound calls for calculating things like cost comparison and savings (outbound call rates is cheaper than inbound toll free costs here).
If there is another API better suited for getting that then I'm all ears.