09-26-2023 10:48 AM
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.
Solved! Go to Solution.
09-26-2023 05:19 PM
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
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
all agent session fields
For things like how many times per ANI etc you can use aggregations and formulas
Thanks & Regards,
Arunabh.
09-26-2023 05:19 PM
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
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
all agent session fields
For things like how many times per ANI etc you can use aggregations and formulas
Thanks & Regards,
Arunabh.
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide