Where in the API can I find a metric, or otherwise calculate, customer call duration?
This would include time in IVR, hold, talk, and ext transfer to third party.
This would exclude agent Wrap (where wrap doesn't overlap a subsequent customer segment).
I think the Customer Interact Duration metric in the canned reports, and interaction UI is the stat I want, but I can't find it in the API.
I'm looking to aggregate this data for a report each month, which is why the Interaction Details Report, which has Duration, isn't all that useful to me. You also have to manually select each agent individually.
I wish to also know direction breakdown e.g for externally transferred calls.
The analytics conversation detail query will give you all of the segment data shown in that screenshot. You can then make your own custom calculations based on that.
Isn't there a better way of getting an aggregate, than retrieving a list of every conversation in a month... and increment through it, adding up the segments?
You can add aggregations to conversation detail queries using standard metrics, but it sounded like you were interested in a custom calculation. If the existing metrics don't provide you the data in the way you want it, you'll have to calculate it yourself using the detail data.
Yeah fair enough. I guess at a minimum I had hoped to be able to access "Duration" via con aggregates as it appears frequently in the UI/canned reports.
