How to Categories calls from ConversionAPI

[menarialaxmilal]

Hello,

I am looking that how to categories the calls when using ConversionAPI. I would like to our customer knows that how many calls done in a day with answered, Abandoned Calls, Interflowed Out Calls and Others?
and lastly all sum will be same as total calls.

To identify all unique calls - Distinct Conversion Id
Call Answered - Where tTalk>0
Abandoned Calls - ?
Interflowed Out Calls -?
Other Call - ?

Please let me know how can I get these counts or any other API which returns that.

Thanks in Advance,
Laxmi Lal

[jacobshaw]

Hi @menarialaxmilal

This sounds like a case for a conversation aggregate query. You can use the metrics to get aggregates and "group by" to categorize them.

For example you could pass in a request body like:

{
 "interval": "2022-09-14T04:00:00.000Z/2022-10-26T04:00:00.000Z",
 "groupBy": [
  "mediaType"
 ],
 "views": [],
 "metrics": [
  "tAbandon",
  "tFlowOut",
  "tAnswered"
 ]
}

And get a response back like this:

{
  "results": [
    {
      "group": {
        "mediaType": "chat"
      },
      "data": [
        {
          "interval": "2022-09-14T04:00:00.000Z/2022-10-26T04:00:00.000Z",
          "metrics": [
            {
              "metric": "tAbandon",
              "stats": {
                "max": 4246217,
                "min": 4246217,
                "count": 1,
                "sum": 4246217
              }
            },
            {
              "metric": "tAnswered",
              "stats": {
                "max": 14068,
                "min": 14068,
                "count": 1,
                "sum": 14068
              }
            }
          ]
        }
      ]
    },
    {
      "group": {
        "mediaType": "voice"
      },
      "data": [
        {
          "interval": "2022-09-14T04:00:00.000Z/2022-10-26T04:00:00.000Z",
          "metrics": [
            {
              "metric": "tAnswered",
              "stats": {
                "max": 6525,
                "min": 6525,
                "count": 1,
                "sum": 6525
              }
            }
          ]
        }
      ]
    }
  ]
}

Also see this article for descriptions of the metrics we offer
https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

[menarialaxmilal]

Thank you!

I have tried the same but getting different results:

With "conversation aggregate query" and interval": "2022-10-19T00:00:00.001Z/2022-10-19T23:59:59.999Z", getting tHeld = 90

But when using ConversationQuery for same interval, getting total tHeld values = 70.

20 is major difference, so please let me know how to identify the cause?

[menarialaxmilal]

Also tACD counts 1029 vs 1040, higher in aggregate query.

[tim.smith]

@menarialaxmilal We don't have access to your data and can't determine the cause of differences you observe between data sets from your org. The general guidance for this situation is to inspect individual conversations that are found in one data set but not the other and compare them with conversations that are common to both sets. If you need further assistance understanding the data from your org, please open a case with Genesys Cloud Care that has more access and a private setting to discuss org-specific data.

[menarialaxmilal]

ok..thanks, will check every conversion.