Category: API
Summary: We will be adding 2 new metrics (tDialing and tContacting) and updating how tHandle is calculated.
Impact: Analytics conversation metric endpoints will include the new metrics tContacting and tDialing for outbound calls. Contacting is the time it takes the agent to connect to his/her station for an outbound call. Usually, this will be on the order of milliseconds but may be longer if the agent e.g. uses an external cellphone to dial in. Dialing is the time an agent spent dialing (and waiting for the customer to pick) during an outbound call. As these new metrics both represent time the agent is active on the outbound call, we are also updating the tHandle metric to include these 2 states (in addition to talk time, held time, and ACW). This change will only impact outbound calls.
Date of Change: 10/31/2018
Impacted APIs: Analytics API
We are currently expecting lots of Analytical API error (503 and 504) in the JP region. Is it linked to this update?
Hi Mathieu, I'm not sure if those are related - but we're working on the issue right now from the Care/Support perspective. Sorry for inconveniences caused.
FYI - things are recovering as we speak. Please look to a case update. Thank you!
In the future, if you are experiencing 5xx responses from any API, please report the issue to PureCloud Care immediately. Service outages are not investigated or worked via the forum.
Thank you @HirotoMasaki and @tim.smith
Yes we opened a ticket and support answered later. We were just wondering about the coincidence, of release of Analytical API changes and the issue on Analytical API only, happening on the same day.
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