Genesys Cloud - Main

Hi,

You can check this in "Metrics" under Telephony.

Telephony --> Metrics --> Call counts by Edge --> select your Edges

Regards,
Raj

Hi,

You can check this in "Metrics" under Telephony.

Telephony --> Metrics --> Call counts by Edge --> select your Edges

Regards,
Raj

Hi,

You can check this in "Metrics" under Telephony.

Telephony --> Metrics --> Call counts by Edge --> select your Edges

Regards,
Raj

Hi,

You can check this in "Metrics" under Telephony.

Telephony --> Metrics --> Call counts by Edge --> select your Edges

Regards,
Raj

First of all, you need to get the ID of the conversation you are interested in. To do so, please check the following link : https://help.mypurecloud.com/articles/get-conversation-id-support/

Then, you can use the API below to gather the conversation logs:

/api/v2/analytics/conversations/{conversationId}/details

Once you execute this API, you will get bunch of properties related to this conversation, such as: startTime, endTime, address, Participants….

At the Participants level, you will notice different properties. Among them, a field named purpose, which is a string that specifies the purpose of the participant.

In my example, I have 4 participants:

• Customer
• IVR
• ACD
• Agent

Please go to the participant with IVR as a purpose. Then, under the sessions level, you will find an edgeId field.

Now that you get the Edge ID, you need to determine the name of it. To do so, please use the following API: /api/v2/telephony/providers/edges

After executing this API, you will get the results below: 

Under entities level, you will have the Edges deployed/paired to your Genesys Cloud Instance.

Finally, you need to compare the edgeId to see which Edge was involved in that conversation.
In my case, it was the Edge named 'Edge Europe 1"