Hi,
I need to be reporting on the total calls answered vs the total calls recorded.
To get the total calls recorded, I am using api/v2/analytics/conversations/details/query with suitable segmentfilters to get me the number of recorded calls. That seems to be fine.
(I am using the analytics builder to develop the queries)
For the total calls answered, the requirement is to:
1. get all related calls
a. Calls from agent to agent are not recorded
b. Calls that had no member connected are not recorded
How can I use the same API and account for "agent to agent calls" and "no member connected" calls?
Alternatively if i need to use a diff API, please let me know,
If you are looking at calls that were answered by an agent on a queue, you can check for the tAnswered metric. You can either do that via conversations/details/query or even better a conversations/aggregates/query.
Thanks Peter for the response, am not trying to do anything queue specific. Yes, I am using the conversations/details/query to get the info.
Specifically I use the following segment filter of the query (/api/v2/analytics/conversations/details/query) to get recorded calls, which seems to be correct.
"segmentFilters": [
{
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "recording",
"operator": "exists",
"value": null
}
]
}
]
To get all calls, I would use the same query, without the segment filter and that returns the total calls but this includes those "agent" and "user" calls as well which need to be excluded. Can you suggest how to modify the segment filter to return all calls that dont have "purpose": "user"