Hello community,
we are integrating Webex Contact Center call records into our reporting database using the GraphQL APIs (taskDetails / CSR, agentSession / ASR, and taskLegDetails / CLR).
While analyzing taskLegDetails, we noticed a puzzling case:
For a particular call (same taskId), the very first leg (by createdTime) is marked with Info = consult-done.
Normally, I would expect the first leg to show something like new, ringing, connecting, or connected.
This makes it appear as if the call started with a consult-done outcome, which doesn’t match our expectations of the call flow.
We double-checked all legs for the same taskId, sorted by createdTime, and confirmed that the earliest leg really has the consult-done status.
My questions:
Is it possible in Webex CC that the first taskLeg created for a taskId can legitimately be a consult-done leg?
Could this be due to consult/transfer flows creating child contacts or overlapping legs?
Should we always rely on CSR (taskDetails) createdTime as the authoritative call start, rather than assuming the earliest CLR leg is the “first” in the customer journey?
What is the best practice for reconstructing call timelines (esp. when consult/transfer legs overlap)?
Any clarification or best practices for interpreting consult/transfer scenarios in taskLegDetails would be greatly appreciated.
Thanks in advance!
~Muzaffar Mahmood
