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Scripting QueueMetrics / JSON DetailsDO.CallsOK
« on: January 21, 2015, 17:29:12 »
Hi when i use the json api to query queuemetrics for the above block in QMstats I get a different collection of call outcome codes than appears on the front end.
For example if i query for that block between 9am and 10am i can extract the follwoing outcome codes
sale: 12
retain:6
quer:55
nbsp;:27
but through the website the nbsp; call outcomes are actually counted in the other groups.
sale:24
retain: 18
quer:57
hung:1
I think this may be down to the agents completing the call outcomes after the call has finished and therefore it is not updating the block ?
My question would be from the JSON API which block contains the final outcomes for each call as its not clear from the documentation how to rectify this.
I did try and get the call outcomes/ queue but this doesnt seem to be a JSON API call
Any help would be great
Thanks
For example if i query for that block between 9am and 10am i can extract the follwoing outcome codes
sale: 12
retain:6
quer:55
nbsp;:27
but through the website the nbsp; call outcomes are actually counted in the other groups.
sale:24
retain: 18
quer:57
hung:1
I think this may be down to the agents completing the call outcomes after the call has finished and therefore it is not updating the block ?
My question would be from the JSON API which block contains the final outcomes for each call as its not clear from the documentation how to rectify this.
I did try and get the call outcomes/ queue but this doesnt seem to be a JSON API call
Any help would be great
Thanks