How to identify RONA(Query for conversation aggregates)

[yosuke]

I want to distinguish RONA in the following API.

Please let us know if the RONA can be distinguished (if so, the item name), and the extraction conditions (can only data in which a RONA occurred be extracted?) Please let us know.

＜API＞
1.Query for conversation aggregates

＜Confirmation items＞
・RONA

[yosuke]

RONA means a feature that automatically places the phone in a disconnected state and redirects it to another available agent with the same skill when the number of rings exceeds a set number of times when a call is received by a receptionist.

Would it be possible to distinguish between the two by using "tNotResponding"?

[tim.smith]

I think you're looking for conversations that have an agent participant where the agent has an offering segment but not a connected segment. I don't believe this is something that can be queried directly because you can't create a filter predicate to check a negative condition (i.e. "segments exist but none have the state connected"). You would need to filter a detail query as best you can, then apply additional processing to the result set to identify the conversations that meet your custom criteria and you want to count.

[yosuke]

Thank you for your answer.
I would like to get the information of only the queueId that has "tNotResponding" for each time period.
I don't know how to specify a filter to get only the information where the "count" of "tNotResponding" is 1 or more, so please let me know.
{
"interval": "2022-11-14T00:00:00.000Z/2022-11-14T12:00:00.000Z",
"granularity": "PT30M",
"groupBy": [
"queueId".
],
"metrics": [
"nOffered",
"tAnswered",
"tNotResponding".
],
"filter": {
????
}
}

[78692638d4a24645fbf5]

This query seems to work for me, if I understand your request properly. It only pulls back results where the count of tNotResponding is 1 or more. It skips any interval where tNotResponding is 0.

{
 "interval": "2022-11-08T07:00:00.000Z/2022-11-19T07:00:00.000Z",
 "granularity": "PT30M",
 "groupBy": [
  "queueId"
 ],
 "filter": {
  "type": "or",
  "predicates": [
   {
    "type": "dimension",
    "dimension": "queueId",
    "operator": "matches",
    "value": "1b5e5c0a-318a-4aca-8025-29d3232d7d07"
   }
  ]
 },
 "views": [],
 "metrics": [
  "tNotResponding"
 ]
}

{
  "results": [
    {
      "group": {
        "mediaType": "voice",
        "queueId": "1b5e5c0a-318a-4aca-8025-29d3232d7d07"
      },
      "data": [
        {
          "interval": "2022-11-15T00:00:00.000Z/2022-11-15T00:30:00.000Z",
          "metrics": [
            {
              "metric": "tNotResponding",
              "stats": {
                "max": 24933,
                "min": 24933,
                "count": 1,
                "sum": 24933
              }
            }
          ]
        }
      ]
    },
    {
      "group": {
        "mediaType": "email",
        "queueId": "1b5e5c0a-318a-4aca-8025-29d3232d7d07"
      },
      "data": [
        {
          "interval": "2022-11-17T18:30:00.000Z/2022-11-17T19:00:00.000Z",
          "metrics": [
            {
              "metric": "tNotResponding",
              "stats": {
                "max": 300154,
                "min": 300154,
                "count": 1,
                "sum": 300154
              }
            }
          ]
        }
      ]
    }
  ]
}

[yosuke]

Thank you for your answer." If I specify only "tNotResponding", I can get only the data with "tNotResponding" greater than 1.
However, if I also specify "nOffered" and "tAnswered", data with "tNotResponding" of 0 is also included.
I would like to know how to receive "nOffered" and "tAnswered" with "tNotResponding" greater than 1.