Hello all,
I am looking for a solution that can help to relate quality evaluations with a session of a conversation. For example, in our organization, we have outbound dialer implemented which allows scheduled callbacks. Hence, a conversation can last for several days based on callbacks and one conversation can have multiple interactions/recordings.
Suppose a quality evaluation is performed on Interaction- 2 of the conversation having 3 interactions, I need to find that the evaluation is linked with interaction-2 of the conversation.
We're using API:/api/v2/quality/evaluations/query to get details of an evaluation
and API: /api/v2/analytics/conversations/aggregates/query to get conversation information.
This allows me to map a quality evaluation with a conversation, but not to an interaction
I would appreciate all guidance to find a link between an evaluation and session/interaction of a conversation.