Easily in a script. using the
Scripter.Interaction ID variable. Agents can see the value if you put it in a script.
But. just through any of the Interactions views (Performance>Interactions, or under Queues Activity detail views, etc.) turn on the Conversation ID column and you can see it there.
Obviously, that doesn't work for Agents with the default permissions.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 09-26-2019 16:43
From: Ly Tran
Subject: Getting the conversation ID for agent's current call
How can you get the conversation ID through the desktop app? I thought the only way is through the browser (nonAPI)
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Ly Tran
Cardinal Health 5, LLC
Original Message:
Sent: 09-25-2019 07:03
From: Don Huovinen
Subject: Getting the conversation ID for agent's current call
You can log this information via the desktop, as George mentioned, or you can have an external routine that is using the API to extract this information. You can obtain this information historically or through notifications, such as subscribing to queue or user conversations based upon your need.
Can you provide a bit more background on the use case - specifically the PureCloud details is correlated with what external system(s) and data? This will help me understand if we have other customers that have performed similar integrations.
Don
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Don Huovinen
Genesys - Employees
Original Message:
Sent: 09-24-2019 23:49
From: Mike Hardie
Subject: Getting the conversation ID for agent's current call
Hi George, the basic requirement is for a third party to be able to identify the agent and the conversation Id for that agent's current call. This is logged to an external system in order to map the call information and recording with what the agent is doing on the external desktop. I have been able to locate this data using conversation/analytics API but was looking to see if there might be a simpler method to get this information
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Mike Hardie
CALLSCAN AUSTRALIA PTY. LTD.
Original Message:
Sent: 09-19-2019 10:11
From: George Ganahl
Subject: Getting the conversation ID for agent's current call
Mike, tell me more of the use case and what you are really trying to accomplish. There is stuff you can get through the API, but I need to know a bit more about exactly what info you want and where you want to access it from.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
Original Message:
Sent: 09-18-2019 18:53
From: Mike Hardie
Subject: Getting the conversation ID for agent's current call
Thanks Guys, I was actually hoping that there was some top secret use API that allowed it. It is unfortunate that the agent routing status tells you they agent is interaction but does not supply the interaction ID for that interaction. This would be a great solution
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Mike Hardie
CALLSCAN AUSTRALIA PTY. LTD.
Original Message:
Sent: 09-17-2019 05:29
From: Jasmin Jenkinson
Subject: Getting the conversation ID for agent's current call
Hi Mike,
Do you require this for every interaction and to be automatic?
To manually achieve this can be done through Queue Activity.
Thanks,
Jasmin
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Jasmin Jenkinson
Tonik Energy
Original Message:
Sent: 09-12-2019 19:16
From: Mike Hardie
Subject: Getting the conversation ID for agent's current call
Hi, we have a requirement to get the conversation Id for the agent's current call that we will store externally to purecloud.
If there an easy way to get this other than running an analytics query using the user ID?
They haven external fat client but will have genesys desktop controls
#Integrations
#Telephony
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Mike Hardie
CALLSCAN AUSTRALIA PTY. LTD.
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