How to identify if a call is a transfer, consultation, etc

[ohp]

in /api/v2/analytics/conversations/{conversationId}/details, how do I identify if a segment of a call is a consultation, transferred from another queue, or directly an inbound call from a customer?

[Charaf]

Hi @ohp,

I found a way to determine whether a blind or consult transfer has occured within a conversation. To achieve this, you can use the following endpoint:

POST: /api/v2/analytics/conversations/aggregates/query

For testing purposes, I used the Analytics Query Builder. I selected the metrics nBlindTransferred and nConsultTransferred, then filtered by conversationId.

Below are the results of my use cases:

1. Inbound call with no transfers
   
   

When no transfers are made by the agents, an empty object is returned as the result.

2. Inbound call followed by a blind transfer
   
   

If a blind transfer takes place whithin the conversation, the metric nBlindTransferred will be returned.

3. Inbound call followed by a consult transfer
   
   

If a consult transfer takes place whithin the conversation, the metric nConsultTransferred will be returned.

By examining the returned data, you can determine wheter a blind or consult transfer occured during a conversation.

I hope that helps

Best regards,

Charaf