I am looking to get a count of all Genesys conversations (queued and direct calls) by day - does anyone know where I can access this information?
I have looked through /api/v2/analytics/conversations/aggregates/query and reporting and do not see how to do this. The API call metrics seem exclusively focused on queued activity.
Wouldn't Answered give you queued and then Handled-Answered give you direct?
(obviously filtering for mediatype=voice and direction=inbound)
I'm trying to reconcile conversation volume coming in from the asynchronous conversation details API, which it turns out is surprisingly difficult to do. Answered and handled both depend on an agent answer, but that does start to incorporate non-ACD volume at least, thanks for that. I guess I'll have to settle for sums and counts of various metrics (including handled).
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