How to fetch complete call flow of a customer call via webex CC API?

[MuzaffarMahmood]

Is it possible to fetch complete call flow of a customer call via webex CC APIs? If yes then how?

I am trying with taskLegDetails but it is not giving complete flow of a call or maybe I am not understanding properly. 

I am trying to match start time endtime holdtime duration and other durations for all legs of a call with unique taskid and origin somewhere taskid is different and origin is same and somewhere same taskid is ending two times and somewhere childContact-ended two times and somewhere blind-transfer and then ended and timing not matching so it is very confusing.

Thanks in advance

~Muzaffar Mahmood 

[Rudrakshi]

Hi @MuzaffarMahmood 

Yes, it is possible to fetch the complete call flow of a customer call via Webex Contact Center (CC) APIs. The taskLegDetails query can be used to retrieve detailed information about each leg of a call, but it is part of the Queue Based Reporting Early Access program.

To fetch the complete call flow of a customer call via Webex CC APIs, you can use the taskLegDetails query. Here are the steps to achieve this:

1. Understand the taskLegDetails Query:

   • The taskLegDetails query operates over CLR data and is part of the Queue Based Reporting Early Access program.
   • Ensure you are a member of the Early Access Program to access this data.

2. Retrieve Task Details:

   • Use the taskLegDetails query to get detailed information about each leg of a call.
   • This will include start time, end time, hold time, duration, and other relevant metrics for each leg of the call.

3. Match Task IDs and Origins:

   • Ensure you are correctly matching the taskId and origin fields to correlate the data accurately.
   • Note that sometimes the same taskId might appear to end multiple times or have child contacts, which can be due to transfers or other call handling scenarios.

4. Handle Complex Scenarios:

   • For scenarios like blind transfers or multiple end events, ensure you are considering the entire call flow, including any intermediate steps like transfers.
   • Use the detailed data from taskLegDetails to piece together the complete call flow.

5. Example Data Points:

   • taskId: The ID associated with a specific interaction.
   • origin: Customer’s channel-specific identifier.
   • destination: The number or template name the customer contacted.
   • direction: Indicates which party initiated the Task (INBOUND or OUTBOUND).
   • channelType: Indicates the channel type of a task (telephony, chat, email, social).
   • queueId: The ID associated with an agent queue.

By following these steps and ensuring you have access to the necessary data, you can fetch and analyze the complete call flow of a customer call using Webex CC APIs.

Please see reference documentation here: https://developer.webex.com/webex-contact-center/docs/getting-started-with-search-api