Wrap up code and Notes using API

[MaheshwarJD]

Hi Team ,

I am trying to find out if there is an API to get wrap up code and wrap up notes of voice calls based on ANI.

Requirement is to display last 3 calls info [wrap up code & notes] for the given ANI number to Agent in a Screen pop.

Please share your thoughts. Thanks in advance.

[Jerome.Saint-Marc]

You should be able to achieve this using an Analytics Query for Conversation Details (POST /api/v2/analytics/conversations/details/query).

You will have to parse the result to extract your WrapUp code and notes.
Under the agent participant structure - "wrapUpCode" (for the id of the selected WrapUp Code) and "wrapUpNote"

The request could use the following body.

{
  "interval": "$$Your_Query_Interval$$",
  "order": "desc",
  "orderBy": "conversationStart",
  "paging": {
    "pageSize": 3,
    "pageNumber": 1
  },
  "segmentFilters": [
    {
      "type": "and",
      "predicates": [
        {
          "type": "dimension",
          "dimension": "mediaType",
          "operator": "matches",
          "value": "voice"
        },
        {
          "type": "dimension",
          "dimension": "purpose",
          "operator": "matches",
          "value": "agent"
        },
        {
          "type": "dimension",
          "dimension": "ani",
          "operator": "matches",
          "value": "tel:$$Your_Customer_Phone_number$$"
        }
      ]
    }
  ],
  "conversationFilters": [
    {
      "type": "and",
      "predicates": [
        {
          "type": "dimension",
          "dimension": "conversationEnd",
          "operator": "exists"
        }
      ]
    }
  ]
}

Few comments on this one:

Replace $$Your_Query_Interval$$ with the interval you want to query. Note that the maximum duration of the Interval is one month.

I have set the "order" attribute to "desc" so that most recent conversations are at the beginning of the conversations array (most recent to oldest conversations)

I have set "pageSize" to 3 to retrieve the last 3 voice calls (note that there may be 0, 1, 2 or 3 calls - depending on customer previous calls in the requested time interval).

In my predicates (using "and" condition), I have checked:
-- mediaType=voice (to avoid getting a web callback conversation)
-- purpose=agent (to make sure this was a call which was connected to an agent - and not a call in self-service IVR/Bot or a call abandoned in a Queue before reaching an agent)
-- ani=tel:$$Your_Customer_Phone_number$$ (you may adapt this to your environment - in mine, the ANI will appear as "tel:+33123456789" in the conversation details)
-- conversationEnd exists (to only retrieve previous ended/terminated calls and not the current one).

Regards,