Is there any way in the Query Builder or API to get the number of outbound and inbound calls made/received by agents for a given workgroup? I can get numeric stats for the inbound, but not for the outbound. All I can get is Thandle and Tacw for the outbound calls.
Use a segment filter on the queue id and direction=outbound. Example:
{
"interval": "2017-06-21T06:00:00.000Z/2017-06-22T06:00:00.000Z",
"groupBy": [],
"filter": {
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "636f60d4-04d9-4715-9350-7125b9b553db"
},
{
"type": "dimension",
"dimension": "direction",
"operator": "matches",
"value": "outbound"
}
]
}
}
The only stats will be returned are the ones that have values. If a given stat doesn't have any data for the interval, it won't be returned in the result set.
That returns:
"aggregations": [
{
"type": "termFrequency",
"dimension": "direction",
"count": 26383,
"results": [
{
"count": 3867,
"value": "inbound"
},
{
"count": 22516,
"value": "outbound"
}
]
},
I know for sure they only had 336 calls inbound.
What resource are you using? My query was to POST /api/v2/analytics/conversations/aggregates/query (should have stated that in the reply). That query gives me this result:
{
"results": [
{
"group": {
"mediaType": "voice"
},
"data": [
{
"interval": "2017-06-21T06:00:00.000Z/2017-06-22T06:00:00.000Z",
"metrics": [
{
"metric": "tAcw",
"stats": {
"max": 7000,
"count": 1,
"sum": 7000
}
},
{
"metric": "tHandle",
"stats": {
"max": 15576,
"count": 1,
"sum": 15576
}
},
{
"metric": "tTalkComplete",
"stats": {
"max": 8576,
"count": 1,
"sum": 8576
}
},
{
"metric": "tTalk",
"stats": {
"max": 8576,
"count": 1,
"sum": 8576
}
}
]
}
]
}
]
}
Yes, did it there and in the analytics query. I get results, but not the actual number of calls. If I change to inbound, I get the nOffered, tAbandon, tAnswered, but with outbound, they are missing.
Here is the result:
{
"results": [
{
"group": {
"mediaType": "voice"
},
"data": [
{
"interval": "2017-06-12T00:00:00.000Z/2017-06-13T06:00:00.000Z",
"metrics": [
{
"metric": "tAcw",
"stats": {
"max": 2617000,
"count": 4570,
"sum": 111159000
}
},
{
"metric": "tHandle",
"stats": {
"max": 2753241,
"count": 4570,
"sum": 353233286
}
},
{
"metric": "tTalkComplete",
"stats": {
"max": 896713,
"count": 3635,
"sum": 235170689
}
},
{
"metric": "tTalk",
"stats": {
"max": 896713,
"count": 3704,
"sum": 235081691
}
},
{
"metric": "nTransferred",
"stats": {
"count": 5
}
},
{
"metric": "tHeldComplete",
"stats": {
"max": 559722,
"count": 70,
"sum": 6903597
}
},
{
"metric": "nError",
"stats": {
"count": 15
}
},
{
"metric": "tHeld",
"stats": {
"max": 306757,
"count": 84,
"sum": 6903597
}
}
]
}
]
}
]
}
That makes sense. When you place an outbound call, the call isn't offered to an agent and it can't be abandoned by the caller or answered by an agent because it wasn't ACD routed. There is no data for those stats, so you don't get them in the result set. However, if you place an outbound call on behalf of a queue and then transfer it back to the queue, you will see some data for those stats because you have a call that meets your filter criteria that was also ACD routed.
I get results, but not the actual number of calls.
None of the queue stats are a unique count of conversations. Each of the stats represents a total count of a specific action, many of which can happen multiple times on the same conversation. To get a count of unique conversations, you'll need to make a conversation details query and count the results.
Additionally, I've submitted an enhancement request for a new statistic to provide a unique count of conversations for the result set.
Thank you. So at this point, there is no way to report on inbound versus outbound calls?
If you include a filter for direction, it will include conversations with segments in that direction. Example:
{
"type": "dimension",
"dimension": "direction",
"operator": "matches",
"value": "outbound"
}
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