Darryn_Chang | 2018-11-13 00:51:38 UTC | #1
Hi, I have pre-installed SetParticipantData in architect flows from previous project. How can I use the analytics api to search for conversations that entered these flows?
What details are need to be entered into the dev tools to be able to retrieve this information?
I think its a AggregationQuery i need to perform
anon28066628 | 2018-11-13 14:17:34 UTC | #2
Hi Darryn,
The Participant Data (conversation attributes) aren't indexed in Analytics service. You can retrieve them from the Conversations service, though they do need to be fetched individually. Note the Conversations service, unlike Analytics, does not keep records indefinitely, removing them in as little as 90 days.
MyPureInsights, a Genesys partner, offers products that automates getting conversations with attributes and rolling the conversation out into an SQL db: https://www.mypureinsights.com/
Becky_Powell | 2018-11-14 02:05:30 UTC | #3
Darryn, you might also want to check out some of the analytics solutions available in our AppFoundry. Let us know if you have any further questions!
anon28066628 | 2018-11-13 15:57:36 UTC | #4
Good point Becky, I think the PureCloud Stats Dispatcher will get Participant Data as well.
Darryn_Chang | 2018-11-13 23:19:18 UTC | #5
This would be ideal actually. I recall a previous engineer tell me they could retrieve the information using what is setup in our flows. I don't mind if its a 1 at a time instance as its about deep diving into cx from NPS. Although I am eagerly awaiting the IVR reporting that's due to come out, I need an alternative view to understand if the ivr is failing based on system or customer.
Is this one you refer to /api/v2/analytics/conversations/aggregates/query ? What do I need to enter into the Conversation Service to be able to fetch the conversation attributes?
Darryn_Chang | 2018-11-13 23:32:07 UTC | #6
Hi Becky, while i avidly read through the Appfoundry and appreciate your advise. Unfortunately a poor customer experience from a previous App has driven us to be weary of what other apps can offer.
I did however request information on Purecloud QuickData which we have been waiting to hear back from the developers about but nothing even had the my colleague attempt to follow up.
Becky_Powell | 2018-11-14 02:12:29 UTC | #7
Hi there Darryn - I'm glad to hear that the PureCloud QuickData app might suit you!
I'd love to hear more about your initial experience with one of our AppFoundry applications. If there's anything you'd like to share with us please feel free to message me directly. I'm here to help!
anon28066628 | 2018-11-14 14:05:25 UTC | #8
Hi Darryn, this endpoint gets conversations:
https://developer.mypurecloud.com/api/rest/v2/conversations/index.html#getConversation
You'll need the conversation ids, so the general approach is:
- Use Conversation Details query to get the conversation ids over an interval (up to 100 per page)
- Get the Conversation record for each of the ids
With the conversation details query, please prefer to use shorter intervals rather than paging deeply. For example, if your query interval has 10,000 results, that would be 100 pages of 100 results, and you likely can't page into a result set that deeply. Instead, use shorter intervals and multiple queries. You shouldn't try to get more than ~1000 conversations (10 pages of 100) in any one query.
Darryn_Chang | 2018-11-29 01:31:15 UTC | #9
Thanks Rj, this is just what I was after
system | 2018-12-29 01:31:18 UTC | #10
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