HI guys,
We are using the "wallboard" and "acdcdr" related APIs to get calls records for the analysis to see the performance of our Call Centre, and now wondering if we can get waiting time in the queue of those calls which are hung up when they are directed by IVR into a queue. It seems there is no relevant information can be retrieved from either "wallboard" or "acdcdr" APIs.
Any one who can please share some ideas on how to get the relevant information from Vodia server?
Also, a sample for a call record retrieved from "acdcdr" API (not pick up by an agent):
{
"id": "71703999-819E-40E5-A9F1-D00A2B9F032E",
"extension": "",
"from": "\"xxxx74010\" <sip:xxxx74010@xxxxx.cloudpbx.net.nz>",
"to": "\"xxxx52287\" <sip:xxxx52287@xxxx.cloudpbx.net.nz>",
"language": "",
"code": "487",
"start": "1639684640.277",
"ivr": "7370",
"ring": "",
"talk": "",
"hold": "",
"idle": "",
"reason": "hw",
"codec": "",
"rating": "",
"missed": []
},
Thanks
17 Dec 2021