Conversation Aggregate for Trasnfer IN

Platform API
1

Hi Forum,

is there a way, throught /api/v2/analytics/conversations/aggregates/query, to get the interactions that have been offered to an agent or queue via transfer?

I know that there is nTransferred to get the interactions that are transferred out, but I don't understand if there is a way to get the transfers IN

Thanks
Sergio

2

I'm not sure if analytics queries can refine the data to that specification. Have you thought about refining the query as best you can and then post-process the results in your application to apply the logic necessary to further filter the dataset returned by analytics?

3

Hi Ebenezer,

I made a thought but I don't think there are filters suitable for this purpose, do you have any idea how it could be done?

Thanks
Sergio

4

Now i'm trying with this logics:

Conversation/Aggregate with GroupBy UserId, QueueId and ConversationId

  • Answered from Transfer In - Find, for the same conversationId, the nTransferred metrics with two or more userid with tTalk
  • Abbandoned in IVR from Transfer In - Find, for the same conversationId, the nTransferred metrics with only one queueId and only one userid
  • Abbandoned in Queue from Transfer In - Find, for the same conversationId, the nTransferred metrics with two queueId and only one userid with tTalk
  • Abbandoned in User (Alert) from Transfer In - Find, for the same conversationId, the nTransferred metrics with one queueId and two ore more Userid with only one User with tTalk

In your opinion is this reasoning correct?

5

I don't believe you can directly query for any of those things. Query filters are limited to positive matches (you can't create a filter for doesn't match value) and you can't scope two filters to the same object (i.e. two filters joined by an AND can match two different entities in the conversation or the same one). Because of this, you have to refine the dataset using positive matches only and then post-process the data in your application to apply your custom logic that you cannot build using analytics query filters. All of the things you mentioned should be possible to build using your own custom programming logic.

6

Hi Tim,

Sorry I didn't specify the actual usage. I have a Java application that performs the checks I listed above; I wanted to understand if theroically what was written made sense

7

What you've written could theoretically make sense, but I can't tell you if it's right or wrong because I'm not involved in your business requirements. Different labels mean different things to different people. When it comes to call center stats, the only thing that really matters is if the manner in which you calculate the stats and the way consumers of the data interpret it are aligned. If the stat isn't calculated correctly per your business definition or the business definition doesn't accurately describe how your stat is calculated, there are going to be problems with the data that's collected.

8

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