Non-acd calls group details

Platform API Python SDK
1

Hi, we need to create a report which shows non-acd calls data aggregated by group which users belongs to.

I am using Python SDK Conversations details query API call to get all call details in conversation details JSON.

Now from this json, I am able to get 'UserId' of the user who took the call.

How do I map this user to the 'group' which user belonged to when he/she took the call?

Do I have to get call 'Groups' API and get list of all the groups and then again call the Groups API to get all the members for those group ids and then use that to map to the user id returned by Conversation detail JSON?

Please advise. Thanks a lot.

2

The conversation data for ACD routed conversations will contain participant information about the queue. If you need more than the queue id, you can use the routing APIs to get config details about the queue.

3

Thanks for response Tim. What about non-acd routed calls. Eg. calls directly to the users which are non-agent and part of a 'Group'. How do we get group name for those users who took the call as a part of certain group. These users are not agent.

4

I assumed you meant queues, not groups. Groups have no relationship to conversations. You can use the groups APIs to see the user's current membership, but you can't query the configuration for a historical point in time.

5

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