Filtering calls by segments - any way to include *AND* exclude?

Platform API
1

I am hoping to better understand the conversations details query data model and what is able to be accomplished by queue filters.

First, my understanding is that a call be assigned to multiple queues (ie, different call segments can be in different queues, possibly when a call is transferred).

I'd like my integration to define a set of queues for calls to process (an include list). I know that I can do this with segment filters using a lot of "OR" statements and queue IDs.

However, I'd like to further filter my list and remove any call which had a segment placed in a queue that I don't want to process (an exclude list).

Is this possible? I assumed that I could use a NOT operator with segment filters, but this doesn't look to be the case.

Any easy way to further filter via the API (vs. doing this in code)?

2

Hello,

Unfortunately, no, there is no possibility to create a filter that excludes values (for all participants/segments).
I mean something as you described which would say something like conversations with no participant with purpose = agent, nor no participant/segment with queueId = xxxxx

You would have to achieve this via code (getting the results and filtering the results in your code).

Regards,

3

Thanks for confirming, much appreciated. We'll filter further after getting the results from the API.

4

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