Transfer between queues report

[jmacias]

Hi, everyone

I want to ask about the method that i can get the report transfers between queues and include queue transfer origin and queue transfer destin using API Purecloud. I know abour metrics for measure number of transfers (nTransferred) but this not methods not includes details.
Thanks for you help. Best regards

[tim.smith]

@jmacias

transfers between queues and include queue transfer origin and queue transfer destin

You'll need to use the conversation detail query to get that data. You can do some filtering for queues, but you'll need to parse through the segments to identify the specific conversations you want in the report.

[jmacias]

Hi Tim

Thanks for your answer but can you expand more your answer? Maybe with a typical example show me the conversation detail with a transfer between queues?. I was analyzing about your last answer and i feel confuse the following:

• What is the differents between 1, 2 and 3 transfer answer?

"disconnectType": "transfer",
"segmentType": "ivr",

2. ```
 "disconnectType": "transfer",
                  "segmentType": "wrapup",

"disconnectType": "transfer",
"segmentType": "interact"

and Where i can find the segmentType  definitions?

Thanks for your answer

[tim.smith]

The best way to determine what conversation data will look like for a particular event is to perform a test and check the results. For example, place an inbound call to a queue, have an agent answer it, transfer to another queue, have another agent answer and complete the call. Grab the conversation ID while you're doing the test so you can identify it in the analytics results. For that example, you'll see each of the participants (customer, ivr, two queues, two agents) and can see exactly how each one is represented in the data. Repeat tests like these for any situation you're trying to capture in your app so you can fully understand the data.

• What is the differents between 1, 2 and 3 transfer answer?

It appears you pulled those from three different segments. That data will make a lot more sense when considered in context of the participant each one is from.

and Where i can find the segmentType definitions?

The values for segmentType are documented in the response schema for POST /api/v2/analytics/conversations/details/query.