First Call Resolution Data

[Sardar_Mohammed]

I'm working on a report to capture our first call resolution rates and need to track when the IVR designates an inbound call for agent routing. I believe this routing decision is made through one of the Genesys integrations, specifically under "PROD-Elevate IVR Experience API Data Actions". Within this integration, there's an action titled "Get Last Agent Who Handled a Voice Interaction by Phone Number". This appears to utilize the API /api/v2/analytics/conversations/details/query.

My question is: Can we pinpoint in an existing API which calls have been flagged as having previously engaged with an agent and subsequently offered agent routing? Additionally, if routing was offered, can we determine whether it was accepted or declined? I've been examining the JSON response found in PRD_EDW.EDW_COLL_BV.GENESYS_OUTBOUND_CONV_DETAIL_JOB (Attached), but so far, I haven't located any data that would suggest the information I'm looking for.

[jacobshaw]

My question is: Can we pinpoint in an existing API which calls have been flagged as having previously engaged with an agent and subsequently offered agent routing? Additionally, if routing was offered, can we determine whether it was accepted or declined?

Are you looking for conversations routed to any agent, or a particular agent?

Both should be possible using the mentioned API resource POST /api/v2/analytics/conversations/details/query.
For the first case, you could analyze the participants in the response, and any conversation with a participant with purpose "agent" is a conversation that routed to an agent. To find those that didn't reach an agent, you could analyze the results for conversations that have a participant with purpose "ivr" or "acd", but no participant with purpose "agent".

If you're looking for a particular agent, you could use the "participantName" segment filter to get only conversations with that agent

e.g.

{
  "segmentFilters": [
    {
      "predicates": [
        {
          "type": "dimension",
          "dimension": "mediaType",
          "value": "voice"
        },
        {
          "dimension": "participantName",
          "value": "John Smith"
        }
      ],
      "type": "and"
    }
  ],
  "interval": "2024-01-10T00:00:00/2024-01-16T00:00:00"
}