WebEx Contact Center Customer Call Experience

[sp17]

Hello,

I'm trying to track down information of overall customer experience. When customer calls in and is transferred from Agent A -> Agent B -> Agent C before hanging up. so details like customer number, how many times that particular customers called in and whether it was answered successfully or abandoned. 

Is there any API or Report I can use? If information is in multiple APIs, how can link it? Is there any process or flow I can refer? 

Thank you.

[Arunabh Bhattacharjee · Accepted solution]

Hello @sp17 

You could use the Search API on the Contact Session Record: https://developer.webex-cx.com/documentation/search/v1/search-tasks there is also other objects exposed like AgentSession, TaskDetails, TaskLegDetails etc

To understand how to use this API, refer the GraphQL samples - under reporting samples 

https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample 

  the video is embedded in the readme

You can copy paste any of the examples directly into the graphiQL editor to test.

E.g

all contact fields

https://github.com/WebexSamples/webex-contact-center-api-samples/blob/main/reporting-samples/graphql-sample/allContactFields.graphql

all agent session fields

https://github.com/WebexSamples/webex-contact-center-api-samples/blob/main/reporting-samples/graphql-sample/allAgentSessionFields.graphql

For things like how many times per ANI etc you can use aggregations and formulas

E.g https://github.com/WebexSamples/webex-contact-center-api-samples/blob/main/reporting-samples/graphql-sample/totalCallsByAni.graphql 

Thanks & Regards,

Arunabh.