Conversation Details for Email

[neetha.ab]

Hello Team,

I am trying to get unread Emails from the Queue, I am using analytics query to filter - First I would like to filter based on the purpose = acd. But the results always includes purpose=customer, purpose=agent..etc.

How do we filter converstaions which purpose=acd only so i get participents which are only assigned "acd".

"segmentFilters": [
{
"type": "and",

     "predicates": [
        {
                "type": "dimension",
                 "dimension": "mediaType",
                 "operator": "matches",
                 "value": "email"
          
        },
        {
                "type": "dimension",
                 "dimension": "queueId",
                 "operator": "matches",
                 "value": "a74194bc-7c79-44fb-a8ef-ca458f0a2cae"
          
        },
{
	 "type": "dimension",
	 "dimension": "purpose",
	 "operator": "matches",
	 "value": "acd"
	
}
     ]

Example Results -

{
"conversations": [
{
"conversationId": "61b6b014-79a3-41b8-ac86-bbc0c137653a",
"conversationStart": "2021-02-01T12:32:16.601Z",
"conversationEnd": "2021-02-02T04:32:40.532Z",
"originatingDirection": "inbound",
"divisionIds": [
"5240cbe1-4442-4427-b10e-f058e40f14e8"
],
"participants": [
{
"participantId": "8c692910-7138-4748-8aac-e109354b386f",
"participantName": "Adehalli, Neetha",
"purpose": "customer",
"sessions": [
{
"mediaType": "email",
"sessionId": "4c045b66-5df9-4d4e-8a72-2939cb39e0e8",
"addressOther": "dhhstest@Telstra1.mypurecloud.com.au",
"addressSelf": "Neetha.Adehalli@team.telstra.com",
"addressFrom": "Neetha.Adehalli@team.telstra.com",
"addressTo": "dhhstest@Telstra1.mypurecloud.com.au",
"direction": "inbound",
"peerId": "79e6022a-855f-45d8-b588-cb01833e7a0c",

[tim.smith]

The results will contain the full conversation object regardless of filters; filters restrict which conversations are returned. All of the results will have at least one participant that matches the filter.

I am trying to get unread Emails from the Queue

Look for acd participants with no end timestamp.

[neetha.ab]

Hello Tim,

Thanks a lot no end timestamp serve the purpose.

Regards,
Neetha