Filter Analytics API reply by multiple skill ids

Platform API
1

Hello,

I'm trying to filter the Analytics API /api/v2/analytics/conversations/activity/query by multiple skill ids.
I tried with multiple predicates but I receive error "Attempting to set multiple values for dimension: requestedRoutingSkillId", or by using one predicates with multiple skill ids which returns another error "invalid dimension value".

{
"filter": {
"type": "or",
"clauses": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "0ad14cf6-ca6c-4bc3-ad6c-26f7e21dxxxx"
},
{
"type": "dimension",
"dimension": "requestedRoutingSkillId",
"operator": "matches",
"value": "dc200bac-0212-45e5-add9-a118d580yyyy"
},
{
"type": "dimension",
"dimension": "requestedRoutingSkillId",
"operator": "matches",
"value": "309ae7d2-1420-464a-af28-bbd2f816zzzz"
}
]
}
]
},
"order": "asc",
"metrics": [
{
"metric": "oWaiting",
"details": true
}
],
"groupBy": [
"queueId"
]
}

{
"filter": {
"type": "or",
"clauses": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "0ad14cf6-ca6c-4bc3-ad6c-26f7e21dxxxx"
},
{
"type": "dimension",
"dimension": "requestedRoutingSkillId",
"operator": "matches",
"value": "dc200bac-0212-45e5-add9-a118d580yyyy, 309ae7d2-1420-464a-af28-bbd2f816zzzz"
}
]
}
]
},
"order": "asc",
"metrics": [
{
"metric": "oWaiting",
"details": true
}
],
"groupBy": [
"queueId"
]
}

Am I doing something wrong or this is a limitation and I need to extract the detailed result and process it in another place?

Thank you,
Stefan

2

Hello,

You can use something like the following:

{
    "filter": {
        "type": "or",
        "clauses": [
            {
                "type": "and",
                "predicates": [
                    {
                        "type": "dimension",
                        "dimension": "queueId",
                        "operator": "matches",
                        "value": "0ad14cf6-ca6c-4bc3-ad6c-26f7e21dxxxx"
                    },
                    {
                        "type": "dimension",
                        "dimension": "requestedRoutingSkillId",
                        "operator": "matches",
                        "value": "dc200bac-0212-45e5-add9-a118d580yyyy"
                    }
                ]
            },
            {
                "type": "and",
                "predicates": [
                    {
                        "type": "dimension",
                        "dimension": "queueId",
                        "operator": "matches",
                        "value": "0ad14cf6-ca6c-4bc3-ad6c-26f7e21dxxxx"
                    },
                    {
                        "type": "dimension",
                        "dimension": "requestedRoutingSkillId",
                        "operator": "matches",
                        "value": "309ae7d2-1420-464a-af28-bbd2f816zzzz"
                    }
                ]
            }
        ]
    },
    "order": "asc",
    "metrics": [
        {
            "metric": "oWaiting",
            "details": true
        }
    ],
    "groupBy": [
        "queueId"
    ]
}

2 Clauses with an OR statement.
Clause 1: Queue1 AND SkillA
Clause 2: Queue1 AND SkillB

Regards,

3

Hi,

Thanks for update.
It's partially working. If I have a call for both intended skills and another call with just one of the two, will return both calls and I would like just the one that has both.
If I change to the AND statement (which I think would solve my problem) I get again the error for multiple requestedRoutingSkillId

Regards,
Stefan

4

Hello,

I achieved to filter for multiple skills with adding another value in the same predicate:

{
"metrics": [
{
"metric": "oWaiting",
"details": true
}
],
"groupBy": [
"queueId"
],
"filter": {
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "0ad14cf6-ca6c-4bc3-ad6c-26f7e21daxxx"
},
{
"type": "dimension",
"dimension": "requestedRoutingSkillId",
"operator": "matches",
"value": "dc200bac-0212-45e5-add9-a118d580cyyy",
"value": "309ae7d2-1420-464a-af28-bbd2f816bzzz"
}
]
},
"order": "asc"
}

I don't know if this a correct use of the resource or we can expect errors.

Best regards,
Stefan

5

Hello,

Unfortunately, this will not work. The "value" is only taken once (I mean only the second entry/value in your filter is taken into account).
Apparently, it is not possible to request multiple requestedRoutingSkillId at once with this endpoint.

Regards,

6

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