Hello everyone! I am super excited to share our weekly rollout communication with the executive team! We just launched our new Voice Bot, and I want to use the Platform API to automatically pull a weekly report showing exactly how many calls the bot deflected away from our human agents! I tried querying the /api/v2/analytics/conversations/aggregates/query endpoint, but there are so many different metrics! Should I be counting the tAbandon metric, or is there a specific ‘Bot Deflection’ metric I should be looking for? I really want these numbers to be perfectly accurate for our newsletter!
Do not use tAbandon. That metric simply means the caller hung up while waiting in the queue; it does not explicitly indicate the bot successfully resolved their issue. In Genesys Cloud, the optimal architectural approach for tracking bot deflection is to configure ‘Flow Outcomes’.
Within your Architect Bot Flow, you must explicitly add a ‘Set Flow Outcome’ action when the bot successfully answers a question without transferring to an agent. You then query the /api/v2/analytics/flows/aggregates/query endpoint for the nFlowOutcome metric, filtering by your specific ‘Bot_Success’ outcome ID.
I completely agree with the Flow Outcomes approach, but let me save you a massive headache. If you are building a custom API integration for healthcare or enterprise reporting, you cannot just query the Flow Aggregates endpoint blindly. The Flow Aggregates API requires you to group by flowOutcomeId, but it only returns the raw GUID of the outcome, not the human-readable name! Your reporting script literally has to make a second API call to /api/v2/architect/flowoutcomes just to map those random alphanumeric strings back to the actual names like ‘Password Reset’ or ‘Appointment Booked’.
It is incredibly tedious to maintain.