Genesys Cloud (formerly PureCloud)

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Help Locating Conversation IDs

  • 1.  Help Locating Conversation IDs

    NEW MEMBER
    Posted 10 days ago
    PureCloud is starting to drive me crazy with how information is buried when using the app.  If I am looking for the conversation id to an interaction I see in the queue, there is no way to quickly get the conversation id like if I was accessing from browser.  I have to search and find the interaction before I can get the ID.

    For the life of me, I don't understand why this isn't listed in the Details section of the interaction.

    Someone please tell me I've been doing this all wrong and there is an easier, more practical way.
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    Cedric Harris
    Tresta, Inc. dba PATLive
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  • 2.  RE: Help Locating Conversation IDs

    Top 25 Contributor
    Posted 10 days ago
    All interactions in progress and completed are listed in Performance->Interactions.  You can show the Conversation ID on that screen or you can click on it and copy the conversation ID from the URL.  That is what I usually do.  There are also many places that have a copy ID that can be used.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Help Locating Conversation IDs

    NEW MEMBER
    Posted 7 days ago
    Edited by Cedric Harris 7 days ago
    Thank you this is helpful in locating.  I still find it annoying that you can't get the ID while on viewing a specific interaction (unless you are on the web version).

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    Cedric Harris
    Tresta, Inc. dba PATLive
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  • 4.  RE: Help Locating Conversation IDs

    GENESYS
    Posted 8 days ago
    Hi Cedric,

    It is definitely trickier using the actual App. I know this feature isn't exactly what you are hoping for but have you tried using the CoversationID column in the Interactions View? You can add it both in the Interactions View or the Queue Interactions View (unfortunately not as useful once you have clicked in to the interaction details):




    Then you can see the ConversationIDs and copy them before clicking in to them.

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    Rebecca Harper
    Genesys - Employees
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  • 5.  RE: Help Locating Conversation IDs

    NEW MEMBER
    Posted 7 days ago
    Thanks

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    Cedric Harris
    Tresta, Inc. dba PATLive
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  • 6.  RE: Help Locating Conversation IDs

    GENESYS
    Posted 7 days ago
    If you are looking at the Performance>Queues Activity view, finding the Conversation Id is pretty easy (as mentioned by both Robert and Becky).

    Select the Interactions tab, then click the three vertical dots at the right end of a conversation:


    You can also add the Conversation ID column, but you can't easily copy the ID from the column itself.

    As Robert mentions, you can copy the Conversation ID from the URL when in the Conversation Detail view:



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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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