Improvement for outbound abandon calculation

[peter.westermann]

Category: API
Summary: Update to the calculation of the nOutboundAbandoned metric.
Impacted APIs:
POST /api/v2/analytics/conversations/aggregates/query
Impact: We are rolling out an update for the nOutboundAbandoned metric with the following changes:

• Calls that go through an IVR will always be considered for compliance abandons.
• Calls for which answering machine detection is disabled will also be counted.

Date of Change: 08/24/2020

[Sadanand_Shenoy]

Hi Peter,

We have been having issues with the API since the change was released last week. We extract the data using this API at around 3:30am for the previous day and the number of callbacks has been less than what it should be. Looks like we are getting only partial data. Interestingly, if we extract again after 7am, the callback count is correct. The request body is

{
"interval": interval,

    "granularity": "PT30M",

    "groupBy": [

        "queueId",

        "userId",

        "direction",

        "originatingDirection"

    ]

}

where interval is start datetime/end datetime of previous day in UTC

Could this change to the API affecting the extract?

Regards
Sadanand

[anon90596342]

Hi Sadanand,

While waiting for Peter's follow up, we encourage you to open a case with Genesys Cloud Care to investigate the performance of the API.

Thanks