Hi together,
we have the following issue while using "Attempt Controls" in Genesys Cloud.
We created an attemp control with max. 10 attempts per contact. Additonally we have set an optional setting for calls with the "Recall Type" --> "Answering Machine".
Therefor the "Number of Recall Attempts" is two because the client has set the maximum count to three times.
Usally we thought that, if this szenario was reached,
that the record get the Wrap-up code --> "ININ-OUTBOUND-CONTACT-ATTEMPT-LIMIT-SKIPPED", but it is not like that.
After that we thought that the right way is to use an "Analytics Query" about the API like --> https://developer.mypurecloud.com/api/rest/v2/analytics/index.html#postAnalyticsConversationsAggregatesQuery
to obtain, if an outbound contact has reached the limit of three times "ININ-OUTBOUND-MACHINE".
We used this code for that:
{
"interval": "2023-07-17T15:07:59.000Z/2023-07-19T18:12:59.000Z",
"order": "asc",
"orderBy": "conversationStart",
"groupBy": [
"outboundContactId",
"wrapUpCode"
],
"paging": {
"pageSize": 25,
"pageNumber": 1
},
"metrics": [
"nOutboundAttempted"
],
"segmentFilters": [
{
"type": "and",
"clauses": [
{
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "wrapUpCode",
"operator": "matches",
"value": "ININ-OUTBOUND-MACHINE"
},
"predicates": [
{
"type": "dimension",
"dimension": "outboundContactId",
"operator": "exists",
"value": null
}
]
}
]
}
Also we want to set the Wrap-up code "ININ-OUTBOUND-CONTACT-ATTEMPT-LIMIT-SKIPPED" if the limit of voicemail attmepts is reached.
Allegedly our logic is completly wrong. Can anyone help us solving our issue, please?