Queue Calls Answered By Another Queue

[smarziano]

I'm looking to create a report that tallies the calls that were routed to one queue, but terminated in another. I've tried parsing the data from Conversation Details, but I don't ever see the calls ending in another queue. Below are two variations of the query I've used with /api/v2/analytics/conversations/details/query:

Specifying Queue:

{
"interval": "2018-06-01T05:00:00.000Z/2018-06-30T05:00:00.000Z",
"order": "asc",
"orderBy": "conversationStart",
"paging": {
"pageSize": "100",
"pageNumber": _pn
},
"segmentFilters": [
{
"type": "and",
"clauses": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "purpose",
"operator": "matches",
"value": "agent"
},
{
"type": "dimension",
"dimension": "mediaType",
"operator": "matches",
"value": "voice"
}
]
}
],
"predicates": [
{
"type": "dimension",
"dimension": "direction",
"operator": "matches",
"value": "inbound"
},
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": _queueId
}
]
}
]
}

Not specifying Queue. I excluded the queueId to see if that filter was removing the other Queues from the segments:

{
"interval": "2018-07-19T05:00:00.000Z/2018-07-20T05:00:00.000Z",
"order": "asc",
"orderBy": "conversationStart",
"paging": {
"pageSize": "100",
"pageNumber": 1
},
"segmentFilters": [
{
"type": "and",
"clauses": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "mediaType",
"operator": "matches",
"value": "voice"
}
]
}
],
"predicates": [
{
"type": "dimension",
"dimension": "direction",
"operator": "matches",
"value": "inbound"
}
]
}
]
}

Is it possible to do this? If so, what's the approach?

[tim.smith]

@smarziano

calls that were routed to one queue, but terminated in another

Are you trying to find abandons or just calls that were routed through two queues at any point?

[smarziano]

Thanks for the quick response, Tim. Calls that were routed through two (or more) queues at any point.

[tim.smith]

There is no way to filter based on the existence of two distinct participants (the ACD queues). You'll have to refine the filter based on other criteria as best you can, like you have with mediaType and direction, and then analyze the results you get back. You'll see an ACD participant each time the call was queued, so look for conversations that have more than one ACD participant to find calls that were requeued.

[smarziano]

Perfect. This is what I'm looking for. It seems so obvious now, too...

Thanks, Tim!