Yeah I am stuck at the moment.
This is the query that I am using currently.
{
"interval": "2022-06-08T23:00:00.000Z/2022-06-09T23:00:00.000Z",
"order": "desc",
"orderBy": "conversationStart",
"paging": {
"pageSize": 25,
"pageNumber": 1
},
"segmentFilters": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "e1a1b5ff-6ad9-4547-a407-b16e229b4c82"
},
{
"type": "dimension",
"dimension": "purpose",
"operator": "matches",
"value": "acd"
}
]
}
],
"conversationFilters": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "conversationEnd",
"operator": "notExists",
"value": null
}
]
}
]
}
Don't forget the segmentEnd predicate.
What are you stuck on?
Thank you very much!!! This seams to do the trick
{
"interval": "2022-06-08T23:00:00.000Z/2022-06-09T23:00:00.000Z",
"order": "desc",
"orderBy": "conversationStart",
"paging": {
"pageSize": 25,
"pageNumber": 1
},
"segmentFilters": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "e1a1b5ff-6ad9-4547-a407-b16e229b4c82"
},
{
"type": "dimension",
"dimension": "purpose",
"operator": "matches",
"value": "acd"
},
{
"type": "dimension",
"dimension": "segmentEnd",
"operator": "notExists",
"value": null
}
]
}
],
"conversationFilters": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "conversationEnd",
"operator": "notExists",
"value": null
}
]
}
]
}
I will continue with the flow and expressions and see how I get on.
I assume that I would need to have an out for conversationStart and then use an expression to calculate the duration?
would you be able to help me with the mapping by any chance>
This is failing
{
"translationMap": {
"totalHits": "$.totalHits",
"conversationStart": "$.conversationStart"
},
"translationMapDefaults": {},
"successTemplate": "{\n \"calls\": ${conversationStart}\n}"
}Oh, I didn't catch that you were doing this for a data action. I'm not sure if you can do this purely in Architect. I don't work with JSONPath expressions or Architect much; let me tag in some other folks.
thank you very much. Appreciate it. I have the same post in the data action category, however, no replies except for one stating that I should also post it here in the analytics and reporting category. I should have mentioned in the initial post, thanks again.
Hello,
Using Conversation Details Query:
POST /api/v2/analytics/conversations/details/query
If you are looking for the oldest conversations (when conversation started), which are currently in queue, you have to use an:
"order": "asc",
"orderBy": "conversationStart",
If you only need to retrieve the oldest conversation, which is currently in queue, you could limit the results to 1 with:
"paging": {
"pageSize": "1",
"pageNumber": 1
},
I would also recommend to use a filter on mediaType (as you mention "calls") - so that it only looks at the oldest voice conversations (if your Queueu manages multiple media types).
Conversation Details Query example for the 25 oldest conversations, currently in queue:
{
"interval": "YOUR_INTERVAL",
"order": "asc",
"orderBy": "conversationStart",
"paging": {
"pageSize": "25",
"pageNumber": 1
},
"segmentFilters": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "YOUR_QUEUE_ID"
},
{
"type": "dimension",
"dimension": "purpose",
"operator": "matches",
"value": "acd"
},
{
"type": "dimension",
"dimension": "segmentEnd",
"operator": "notExists",
"value": null
},
{
"type": "dimension",
"dimension": "mediaType",
"operator": "matches",
"value": "voice"
}
]
}
],
"conversationFilters": [
{
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "conversationEnd",
"operator": "notExists",
"value": null
}
]
}
]
}
Data Action Contract and Configuration - oldestTimes and oldestConversations output parameter as arrays:
{
"config": {
"request": {
"requestUrlTemplate": "/api/v2/analytics/conversations/details/query",
"requestType": "POST",
"headers": {
"Content-Type": "application/json"
},
"requestTemplate": "{\n \"interval\": \"${input.interval}\",\n \"order\": \"asc\",\n \"orderBy\": \"conversationStart\",\n \"paging\": {\n \"pageSize\": \"25\",\n \"pageNumber\": 1\n },\n \"segmentFilters\": [\n {\n \"type\": \"and\",\n \"predicates\": [\n {\n \"type\": \"dimension\",\n \"dimension\": \"queueId\",\n \"operator\": \"matches\",\n \"value\": \"${input.queueId}\"\n },\n {\n \"type\": \"dimension\",\n \"dimension\": \"purpose\",\n \"operator\": \"matches\",\n \"value\": \"acd\"\n },\n {\n \"type\": \"dimension\",\n \"dimension\": \"segmentEnd\",\n \"operator\": \"notExists\",\n \"value\": null\n },\n {\n \"type\": \"dimension\",\n \"dimension\": \"mediaType\",\n \"operator\": \"matches\",\n \"value\": \"voice\"\n }\n ]\n }\n ],\n \"conversationFilters\": [\n {\n \"type\": \"or\",\n \"predicates\": [\n {\n \"type\": \"dimension\",\n \"dimension\": \"conversationEnd\",\n \"operator\": \"notExists\",\n \"value\": null\n }\n ]\n }\n ]\n}"
},
"response": {
"translationMap": {
"nbHits": "$.totalHits",
"timeStartArray": "$.conversations[*].conversationStart",
"convIdArray": "$.conversations[*].conversationId"
},
"translationMapDefaults": {
"nbHits": "0",
"timeStartArray": "[]",
"convIdArray": "[]"
},
"successTemplate": "{ \"nbWaiting\": ${nbHits}, \"oldestTimes\": ${timeStartArray}, \"oldestConversations\": ${convIdArray} }"
}
},
"contract": {
"input": {
"inputSchema": {
"type": "object",
"properties": {
"interval": {
"type": "string"
},
"queueId": {
"type": "string"
}
},
"additionalProperties": true
}
},
"output": {
"successSchema": {
"type": "object",
"properties": {
"nbWaiting": {
"type": "integer"
},
"oldestTimes": {
"type": "array",
"items": {
"title": "Item 1",
"type": "string"
}
},
"oldestConversations": {
"type": "array",
"items": {
"title": "Item 1",
"type": "string"
}
}
},
"additionalProperties": true
}
}
}
}
Conversation Details Query for the oldest conversation, currently in queue (only one returned)
Data Action Contract and Configuration - oldestTime and oldestConversation output parameter as strings:
{
"config": {
"request": {
"requestUrlTemplate": "/api/v2/analytics/conversations/details/query",
"requestType": "POST",
"headers": {
"Content-Type": "application/json"
},
"requestTemplate": "{\n \"interval\": \"${input.interval}\",\n \"order\": \"asc\",\n \"orderBy\": \"conversationStart\",\n \"paging\": {\n \"pageSize\": \"1\",\n \"pageNumber\": 1\n },\n \"segmentFilters\": [\n {\n \"type\": \"and\",\n \"predicates\": [\n {\n \"type\": \"dimension\",\n \"dimension\": \"queueId\",\n \"operator\": \"matches\",\n \"value\": \"${input.queueId}\"\n },\n {\n \"type\": \"dimension\",\n \"dimension\": \"purpose\",\n \"operator\": \"matches\",\n \"value\": \"acd\"\n },\n {\n \"type\": \"dimension\",\n \"dimension\": \"segmentEnd\",\n \"operator\": \"notExists\",\n \"value\": null\n },\n {\n \"type\": \"dimension\",\n \"dimension\": \"mediaType\",\n \"operator\": \"matches\",\n \"value\": \"voice\"\n }\n ]\n }\n ],\n \"conversationFilters\": [\n {\n \"type\": \"or\",\n \"predicates\": [\n {\n \"type\": \"dimension\",\n \"dimension\": \"conversationEnd\",\n \"operator\": \"notExists\",\n \"value\": null\n }\n ]\n }\n ]\n}"
},
"response": {
"translationMap": {
"nbHits": "$.totalHits",
"timeStart": "$.conversations[0].conversationStart",
"convId": "$.conversations[0].conversationId"
},
"translationMapDefaults": {
"nbHits": "0",
"timeStart": "\"\"",
"convId": "\"\""
},
"successTemplate": "{ \"nbWaiting\": ${nbHits}, \"oldestTime\": ${timeStart}, \"oldestConversation\": ${convId} }"
}
},
"contract": {
"input": {
"inputSchema": {
"type": "object",
"properties": {
"interval": {
"type": "string"
},
"queueId": {
"type": "string"
}
},
"additionalProperties": true
}
},
"output": {
"successSchema": {
"type": "object",
"properties": {
"nbWaiting": {
"type": "integer"
},
"oldestTime": {
"type": "string"
},
"oldestConversation": {
"type": "string"
}
},
"additionalProperties": true
}
}
}
}
Using Queue Observation Query:
POST /api/v2/analytics/queues/observations/query
You could also use a Queue Observation Query, if you are interested in the longest time in Queue.
What I mean is that:
A customer (Customer 1) calls; the call is put into a Queue for 3 mn; the customer is connected to an Agent.
A second customer (Customer 2) calls; the call is put into a Queue.
While Customer 2 is waiting in the Queue, the Agent transfers Customer 1 back to the Queue.
With the Conversation Details Query from above, you would capture Customer 1 as the oldest call.
With the Queue Observation Query, you can capture Customer 2 as the oldest call in this Queue.
Here is an example of Data Action only getting the oldest observation.
To retrieve multiples, the approach may be different than the one I have used for Conversation Details Query above. In theory, the Observation Query could retrieve up to 100 values. I have never tried in Architect if that would be a problem for a Collection of Strings.
Queue Observation Query example:
{
"filter": {
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "YOUR_QUEUE_ID"
},
{
"type": "dimension",
"dimension": "mediaType",
"operator": "matches",
"value": "chat"
}
]
},
"metrics": ["oWaiting"],
"detailMetrics": ["oWaiting"]
}
Data Action Contract and Configuration:
{
"config": {
"request": {
"requestUrlTemplate": "/api/v2/analytics/queues/observations/query",
"requestType": "POST",
"headers": {
"Content-Type": "application/json"
},
"requestTemplate": "{\n \"filter\": {\n \"type\": \"and\",\n \"predicates\": [\n {\n \"type\": \"dimension\",\n \"dimension\": \"queueId\",\n \"operator\": \"matches\",\n \"value\": \"${input.queueId}\"\n },\n {\n \"type\": \"dimension\",\n \"dimension\": \"mediaType\",\n \"operator\": \"matches\",\n \"value\": \"voice\"\n }\n ]\n },\n \"metrics\": [\n \"oWaiting\"\n ],\n \"detailMetrics\": [\n \"oWaiting\"\n ]\n}"
},
"response": {
"translationMap": {
"nbHits": "$.results[0].data[0].stats.count",
"timeQueued": "$.results[0].data[0].observations[0].observationDate",
"convId": "$.results[0].data[0].observations[0].conversationId"
},
"translationMapDefaults": {
"nbHits": "0",
"timeQueued": "\"\"",
"convId": "\"\""
},
"successTemplate": "{ \"nbWaiting\": ${nbHits}, \"oldestTime\": ${timeQueued}, \"oldestConversation\": ${convId} }"
}
},
"contract": {
"input": {
"inputSchema": {
"type": "object",
"properties": {
"queueId": {
"type": "string"
}
},
"additionalProperties": true
}
},
"output": {
"successSchema": {
"type": "object",
"properties": {
"nbWaiting": {
"type": "integer"
},
"oldestTime": {
"type": "string"
},
"oldestConversation": {
"type": "string"
}
},
"additionalProperties": true
}
}
}
}
Regards,
1 Like
HI Jerome,
Thank you very much, this is exactly what I needed.
Thanks again.
Chris Carr
The only issue I am having is that I cannot use DateTimeDiff() with strings in my expression.
I believe you can use the ToDateTime function to convert a date time string to a DateTime typed variable.
Thanks Tim, I did give that a try before my post:
In that screenshot, it appears you're converting from a string to datetime, but then trying to assign it to a boolean variable. As the error indicates, a datetime is not able to be cast to a value of true or false. You should either change the value of that variable to datetime or provide an expression that evaluates to a boolean.
Thanks Tim, I am not too sure how to get the time difference so that I can make a decision based on how long the oldest call has been waiting in the queue but I am having a go now.
I am a bit stuck. I have got the data action working as per @Jerome.Saint-Marc assistance. Are you able to assist me in creating the expression that will make a decision if the call is longer than 5 mins for example?
What part are you having trouble with? What have you tried so far?
Not sure if this is the correct way but I am currently using substring so that I can get the year, month, day, hour, min, seconds from the oldestTime output and insert them in individual variables to try use them in the DateTimeDiff() function.
Hi @tim.smith
Apologies, but do you know how to convert the output from "2022-06-13T21:35:43.272Z" to the following format 2022, 6, 1, 7, 17, 14, 821000?
Thank you.
Hello,
After your "Call Data Action", on the Success output, you should add a "Decision" block to check if you have calls waiting or not.
If not (Task.callsWaiting equal to 0), the Task.oldestTime would be an empty string - max duration = 0.
Regarding the test on duration:
You can use an "Update Data" block, and add an update statement with a variable of type Duration (e.g. Task.OldestDuration). For this statement, define the value as an expression: DateTimeDiff(GetCurrentDateTimeUtc(), ToDateTime(Task.oldestTime))
You can then use a "Decision" block to compare this to the duration you want - using an Expression like the following to check if the duration is greater than 5 minutes: Task.OldestDuration > MakeDuration(0,0,5,0)
MakeDuration -> day, hour, minute, second
Regards,
1 Like