Conversation aggregates query do not show non-acd voice interactions

[Rune_Schau]

We are not able to find non-acd interactions when we use the Analytics API's /api/v2/analytics/conversations/aggregates/query or /api/v2/analytics/conversations/details/query.

We have chosen the nOutbound metric to find all outbound calls but it only returns outbound interaction that is dialed on behalf of a queue.

How can we find non-acd oubound calls?

Regards
Rune Schau

[Jerome.Saint-Marc]

Hello,

I don't know what filters you are using in your Conversations Details Query or metrics and filters in your Conversations Aggregate Query.
But in my Genesys Cloud environment, I am able to run a conversation details query and get non-acd conversations as well.

nOutbound metric will not work for non-acd conversations. nOutbound only counts outbound ACD conversations (i.e. calls made on behalf of an ACD Queue).

What you could use in your Conversations Aggregate Query, to count established/connected non-ACD outbound calls is to request the nConnected metric and to use a filter (mediaType = voice and direction = outbound and queueId Not Exists).
This should capture your established/connected non-ACD outbound calls.

Something like this:

{
 "interval": "2021-10-19T22:00:00.000Z/2021-10-20T22:00:00.000Z",
 "groupBy": [],
 "filter": {
  "type": "and",
  "predicates": [
   {
    "type": "dimension",
    "dimension": "mediaType",
    "operator": "matches",
    "value": "voice"
   },
   {
    "type": "dimension",
    "dimension": "direction",
    "operator": "matches",
    "value": "outbound"
   },
   {
    "type": "dimension",
    "dimension": "queueId",
    "operator": "notExists",
    "value": null
   }
  ]
 },
 "views": [],
 "metrics": [
  "nConnected"
 ]
}

Regards,

[Rune_Schau]

Thanks Jerome,
I am using the Conversation Aggregate Query and I have tested with nConnect for a specific user. I have also added other metrics. Here is the query.
{
"interval": "2021-10-10T22:00:00.000Z/2021-10-16T22:00:00.000Z",
"groupBy": [
"userId"
],
"filter": {
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "userId",
"operator": "matches",
"value": "2f105b41-ab63-4bd6-a2d4-42b5fe5fcd3c"
},
{
"type": "dimension",
"dimension": "mediaType",
"operator": "matches",
"value": "voice"
}
]
},
"views": [],
"metrics": [
"nConnected",
"nOutbound",
"nTransferred",
"tAcd",
"tAcw",
"tDialing",
"tTalk"
]
}

Here is the result for a given week:

{
  "results": [
    {
      "group": {
        "mediaType": "voice",
        "userId": "2f105b41-ab63-4bd6-a2d4-42b5fe5fcd3c"
      },
      "data": [
        {
          "interval": "2021-10-10T22:00:00.000Z/2021-10-16T22:00:00.000Z",
          "metrics": [
            {
              "metric": "tAcw",
              "stats": {
                "max": 55971000,
                "min": 2000,
                "count": 10,
                "sum": 56582000
              }
            },
            {
              "metric": "tDialing",
              "stats": {
                "max": 32372,
                "min": 522,
                "count": 11,
                "sum": 101003
              }
            },
            {
              "metric": "tTalk",
              "stats": {
                "max": 1109221,
                "min": 297,
                "count": 24,
                "sum": 6117292
              }
            }
          ]
        }
      ]
    }
  ]
}

I have run a report for the same user and the user had 14 non-Acd and 10 Acd voice interactions, 24 in total. I find under tTalk the count = 24 which is the correct for the total interactions. Under tACW i find 10 which is correct for ACD interactions. If I subtract tTalk(24) - tAcw(10) i got 14 which is correct for Non-Acd interactions. I also find 11 under tDialing and by looking at details in the interaction display for the user on the same dates I found that the user had 11 outbound non-Acd calls and 3 inbound non-ACD calls.

Do you know if this is a correct way to the number of calls for a user?

Regards
Rune

[Jerome.Saint-Marc]

Hello,

I have asked engineering why nConnected did not appear in your request (posted above).
The reason is because nConnected is a metric which is attached/related to a customer session (the external participant).
When you add a filter on userId, the Analytics Conversations Aggregates does not allow to link this metric (nConnected) that belongs to the customer session/participant with a dimension (userId) that belongs to the agent/user session/participant.
Such request and result is not supported today.

The following may or may not work, you easily end up double-counting if the user was involved in the conversation more than once (e.g. Genesys Cloud user1 makes the non-ACD call, transfers to another Genesys Cloud user2, and then the call is transferred back to Genesys Cloud user1).
Doing a Conversation Aggregates query to request tTalkComplete metric, using filters (userId = ABCD and queueId not exists and mediaType = voice). And then checking the stats.count under the tTalkComplete metric (in the response).
But as mentioned above, if the Genesys Cloud user is involved several times in the call/conversation, you'll count more than one.

Otherwise, I think you would have to run a query for conversation details, and then count the results and possibly do some parsing to disregard some conversation (depending on the complexity of flows you have).

I would also suggest to request a new feature and share your use case at https://genesyscloud.ideas.aha.io/ and allow others to vote it up. This can help putting visibility and priority on such need.

Regards,