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  • 1.  Agent-Customer Conversation

    Posted 01-30-2025 13:27

    Hello, where can I find chat (message) data in Genesys using an Aggregate query (API)? I'm looking for exchanges between the customer and the agent, but I can't find the right metric in the Conversation Detail Dimensions. Thank you!

    Conversation Data Model


    #API/Integrations
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #Reporting/Analytics

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    Rihab
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  • 2.  RE: Agent-Customer Conversation
    Best Answer

    Posted 01-30-2025 14:11

    Have you looked at the Recording API?  For digital conversations, it comes out pretty well.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Agent-Customer Conversation

    Posted 01-31-2025 09:20

    Yes, that's exactly it! I just needed to break it down to extract the data separately., thank you



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    Rihab
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    Original Message


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