question

Benjamin Goldberg avatar image
Benjamin Goldberg asked

Counting Outbound Call Answered (not voicemail) in Completed Contacts API endpoint?

Hi, I'm pulling data from the /completed/contacts endpoint of the NICE reporting API and I can't find a way to see whether an outbound call (isOutbound = TRUE) was answered or not.

If I base a non-answer on when the agentSeconds = 0, I get really high answer rates (98%) I believe because agentSeconds includes time spent leaving a voicemail which I don't want to count as answered.

If I base a non-answer on when the primaryDispositionId is not null, I still get very high answer rates (98%). The only values in our data for dispositionNotes are Busy, Invalid Number, and No Answer.

Is there a way that outbound voicemails or non-answers are tracked in the /completed/contacts data that I'm missing? Do we need to reconfigure our API to begin tracking that?

Thanks

ringcentral apprest apicall handlingvoicemails
1 |3000
Toggle Comment visibility. Current Visibility: Viewable by all users

Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

0 Answers

Developer sandbox tools

Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

  • On MacOS: press "fn + command + f2" keys
  • On Windows: press "Ctrl + F2" keys