I’m working on an IVR (Interactive Voice Response) system, and I need to track abandoned calls. Specifically, I want to know all the calls abandoned before entering the queue.
I know I can subscribe to the queue and track calls, but what about the calls which were abandoned within 5 seconds of calling.
I think the api /api/v2/analytics/flows/aggregates/query is gonna get me the metrics and not the actual data, like who was the caller, when connected, when disconnected etc.
No because most of the notification APIs that would have any relevant data are triggered by a queue, a conversation id, or a userid, two of which are too late and the conversation.end would only scale if you have event bridge to listen to every conversation for that event.
You may be able to define a trigger but you'd need something external to receive the data and do something with it.
How about moving the inbound calls into the queue at the top of the call flow? After that, you might be able to design the actual call flow in the in-queue flows.
It means you can use the abandon relevant topic for queues.
@Eos_Rios we might be able to do it with triggers however, is it possible that I can track the call in the inbound call flow in real-time. or if you may guide me to event-bridge listening.