How to get what agent participant in a conversation answered a transfer?

Platform API
1

Hello.

I need to record in a DB all of the transfers that happened during a conversation, mapping what agent transferred to what ACD/agent (and in the case of transferring to an ACD, what agent, if any, picked up the conversation). Also, it would be important to distinguish between a transfer and just a consultation.

How could I do this with the Platform API? The attempts to do this so far have involved really complex logic comparing start and end times of segments of the different participants and it hasn't worked out so far.

Appreciate any help. Thank you.

2

That's it. You look at a conversation and interpret it.
There is no easy button, there is no 'already done for you'.
It's been on the wish list since at least 2021 and still 'under consideration' so feel free to go upvote it.

3

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