Strange behaviour of conversation details query

[Alex_Kopt]

Hello everyone,

I have 2 question.

The first one,
I am confused by mystery behaviour of conversation details query.
Hope you will help me.

According to your documentation POST /api/v2/analytics/conversations/details/query response should be returned for chosen interval.

So, for 2021-10-13T12:10:00.000Z/2021-10-13T12:30:00.000Z I expected to get records from 12:10 to 12:30 2021/10/13.
But I got another interval (14th) for conversation.

So, for 2021-10-13T23:00:00.000Z/2021-10-14T00:00:00.000Z I expected to get records from 23:00 to 23:59 2021/10/13.
But again I got another interval (14th) for conversation.

The second one,
Please, look at screenshot below.

Today's morning I checked interaction details for special conversation id which started in October. Its duration was 65 days and "End Date" field was blank.

Some hours later I checked this conversation id again and noticed changes: for this record "End Date" and "Conversation Duration" fields were updated.

So, question: does it mean that historical records can be updated even 2 months back?

If yes, then how to handle updated records?

Thanks,
Have a nice weekend.

[Eos_Rios]

1. Note the described behavior is "Conversation detail queries will only include conversations that started on a day (UTC) touched by the interval. ". Your examples show ConversationStarts that occurred within the specified interval, so you get all intervals for those conversations even if those intervals themselves are outside your target interval. If you want aggregates that stay explicitly within your intervals given the Conversation Aggregate API may be what you are looking for.

2. Almost any conversation can be updated retroactively at any point in time. This is especially true if the conversation has never been ended. That means it's wide open and still accruing all kinds of data. A good example is if a rep who forgets to end a call that they leave in wrap and aren't time boxed before going home for the weekend or going on vacation or being fired. That call sits there until someone or something manually logs it out. If the rep finally comes back and sees it and takes it off wrap the entire wrap time hits the interval wrap ended, whether it's days, weeks or months later which is how a rep can have a single interval handle time of several days or more. Another similar scenario can occur with a callback a rep accepts and never completes.

3. #2, is why the Details Jobs are even more pedantic about picking up the entire conversation of any conversation where any activity occurred between the intervals than the query version is. "Conversation detail jobs will by default include all conversations whose lifetime overlaps with the query interval." So if you asked for a Detail Job version of yesterday it will include things that either began or ended yesterday, not just things that began.