IVR Reporting / Historical Analytics

Platform API
1

We are working with Emite to use their BI Tool to report on a customers IVR. The goal being to provide management reporting. The IVR provides callers the option to put a temporary delay on delivery of a Newspaper or magazine or to report a missing paper.

We have a question from Emite, as below.

The “attribute” field in the API “/api/v2/conversations/{conversationId}” as prescribed below; is for live conversations only.
This field is not available as a dimension in the historical/analytics API “/api/v2/analytics/conversations”.

eMite uses the analytics API to retrieve conversations.

Are you able to find out from your product developers why is the field omitted as a dimension?

Details on what we are doing:
Query URI:
/api/v2/conversations/{conversationId}

Conversation ID: 7d0c1bb1-0cee-4fba-b7e4-4a92b10ff64a
Participant ID: efd770c8-42ef-4e90-9143-588ab5bdb54c
Attribute:
, where ‘CALL DNIS’, ‘CALL ANI’ and ‘Workgroup’ is the Variable that I created in SET PARTICIPANT DATA node.

The Report will show:

  1.  Call Flow Name (can include ANI number if required)

  2.  Publication Name

  3.  Last Task in Call Flow

a. TaskEntryPoint
b. TaskExitPoint
4. Last Bridge Action in Task
a. BridgeEntryPoint
b. BridgeExitPoint
c. BridgeResult
5. Last known Error Node
a. ErrorNode

1 Like
2

Participant attributes aren't currently available via analytics. To get them, you will need to request the conversation object from GET /api/v2/conversations/{conversationId}. Delivering participant data with analytics results is not currently a planned feature, but can be submitted as an enhancement request.

Also, note that participant attributes are only kept for 3 months. They will not be retrievable after then. For your use case, storing the data may be better suited to an external system because the purpose of the data is not related to the conversation itself.

3

If you're using Bridge Actions already (looks like you are from #4), another approach is using a custom action which sends the conversation id to a webservice to add customer variables to a segment property. Segment properties are exposed in Analytics and kept indefinitely and are a filterable dimension. The only real tradeoff is they can't be added in Architect directly, so the bridge action and webservice are required.

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