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As part of our business requirements, we are working on an integration with Genesys to retrieve wrap-up codes via APIs. Based on the available documentation, we understand that the following endpoints can be used to retrieve wrap-up codes:

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

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapup

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapupcodes

These APIs are useful when a conversation has taken place. However, we would also like to retrieve details for calls that the Genesys system disposed of, e.g., those that do not have an associated conversationId.

Could you please advise how such data can be retrieved, and which APIs would be appropriate in this scenario?

Thank you for your guidance.

Wong DJ

Hello,

I am not sure what you mean by calls that the Genesys system disposed of. It would be useful to get an example.

All conversations taking place in Genesys Cloud (calls, emails, chats, ...) will have a conversationId.

Regards,

As part of our business requirements, we are working on an integration with Genesys to retrieve wrap-up codes via APIs. Based on the available documentation, we understand that the following endpoints can be used to retrieve wrap-up codes:

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

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapup

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapupcodes

These APIs are useful when a conversation has taken place. However, we would also like to retrieve details for calls that the Genesys system disposed of, e.g., those that do not have an associated conversationId.

Could you please advise how such data can be retrieved, and which APIs would be appropriate in this scenario?

Thank you for your guidance.

Wong DJ

Hi Jerome, 

For e.g. if we scheduled a call on an invalid number, voice mail, these calls will not returned back to agents, and we will not have information about these calls as it will be disposed from Genesys backend system without returning to agents. Our query is whether there is any APIs that we can use to retrieve back these calls and return back the statistic back to our system.

Thanks & Regards,

Wong DJ

Hello,

I am not sure what you mean by calls that the Genesys system disposed of. It would be useful to get an example.

All conversations taking place in Genesys Cloud (calls, emails, chats, ...) will have a conversationId.

Regards,

As part of our business requirements, we are working on an integration with Genesys to retrieve wrap-up codes via APIs. Based on the available documentation, we understand that the following endpoints can be used to retrieve wrap-up codes:

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

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapup

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapupcodes

These APIs are useful when a conversation has taken place. However, we would also like to retrieve details for calls that the Genesys system disposed of, e.g., those that do not have an associated conversationId.

Could you please advise how such data can be retrieved, and which APIs would be appropriate in this scenario?

Thank you for your guidance.

Wong DJ

Does your back-end system have an API? most folks use a post-call rule to run a Data Action which writes the Wrap-up Code (or Disposition) to the back-end system

Hi Jerome, 

For e.g. if we scheduled a call on an invalid number, voice mail, these calls will not returned back to agents, and we will not have information about these calls as it will be disposed from Genesys backend system without returning to agents. Our query is whether there is any APIs that we can use to retrieve back these calls and return back the statistic back to our system.

Thanks & Regards,

Wong DJ

Hello,

I am not sure what you mean by calls that the Genesys system disposed of. It would be useful to get an example.

All conversations taking place in Genesys Cloud (calls, emails, chats, ...) will have a conversationId.

Regards,

As part of our business requirements, we are working on an integration with Genesys to retrieve wrap-up codes via APIs. Based on the available documentation, we understand that the following endpoints can be used to retrieve wrap-up codes:

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

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapup

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapupcodes

These APIs are useful when a conversation has taken place. However, we would also like to retrieve details for calls that the Genesys system disposed of, e.g., those that do not have an associated conversationId.

Could you please advise how such data can be retrieved, and which APIs would be appropriate in this scenario?

Thank you for your guidance.

Wong DJ

Hi George, 

Does a post-call rule works similar to webhooks returning wrap-up codes back to our back end system API? If yes are you able to provide us with more details?

Thanks & Regards,

Wong DJ

Does your back-end system have an API? most folks use a post-call rule to run a Data Action which writes the Wrap-up Code (or Disposition) to the back-end system

Hi Jerome, 

For e.g. if we scheduled a call on an invalid number, voice mail, these calls will not returned back to agents, and we will not have information about these calls as it will be disposed from Genesys backend system without returning to agents. Our query is whether there is any APIs that we can use to retrieve back these calls and return back the statistic back to our system.

Thanks & Regards,

Wong DJ

Hello,

I am not sure what you mean by calls that the Genesys system disposed of. It would be useful to get an example.

All conversations taking place in Genesys Cloud (calls, emails, chats, ...) will have a conversationId.

Regards,

As part of our business requirements, we are working on an integration with Genesys to retrieve wrap-up codes via APIs. Based on the available documentation, we understand that the following endpoints can be used to retrieve wrap-up codes:

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

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapup

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapupcodes

These APIs are useful when a conversation has taken place. However, we would also like to retrieve details for calls that the Genesys system disposed of, e.g., those that do not have an associated conversationId.

Could you please advise how such data can be retrieved, and which APIs would be appropriate in this scenario?

Thank you for your guidance.

Wong DJ

Not like webhooks, no. A Data Action has to be set up to authenticate to your back end system and send information via an API call to your system.

https://help.mypurecloud.com/articles/create-custom-action-integrations/

Hi George, 

Does a post-call rule works similar to webhooks returning wrap-up codes back to our back end system API? If yes are you able to provide us with more details?

Thanks & Regards,

Wong DJ

Does your back-end system have an API? most folks use a post-call rule to run a Data Action which writes the Wrap-up Code (or Disposition) to the back-end system

Hi Jerome, 

For e.g. if we scheduled a call on an invalid number, voice mail, these calls will not returned back to agents, and we will not have information about these calls as it will be disposed from Genesys backend system without returning to agents. Our query is whether there is any APIs that we can use to retrieve back these calls and return back the statistic back to our system.

Thanks & Regards,

Wong DJ

Hello,

I am not sure what you mean by calls that the Genesys system disposed of. It would be useful to get an example.

All conversations taking place in Genesys Cloud (calls, emails, chats, ...) will have a conversationId.

Regards,

As part of our business requirements, we are working on an integration with Genesys to retrieve wrap-up codes via APIs. Based on the available documentation, we understand that the following endpoints can be used to retrieve wrap-up codes:

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

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapup

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapupcodes

These APIs are useful when a conversation has taken place. However, we would also like to retrieve details for calls that the Genesys system disposed of, e.g., those that do not have an associated conversationId.

Could you please advise how such data can be retrieved, and which APIs would be appropriate in this scenario?

Thank you for your guidance.

Wong DJ

Hi George,

In essence, via conversationId we can retrieve back the wrap-up codes via APIs. Based on the available documentation, we understand that the following endpoints can be used to retrieve wrap-up codes:

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

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapup

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapupcodes

In our requirement, we would like to retrieve back wrap-up codes from Genesys System - those that do not have conversationId as there isn't any conversation happen, an example would be as per screenshot attached.

Wrap-up: ININ-OUTBOUND-DISCONNECT

Disconnect Type: System

Can this be done with using Data Action? 

Not like webhooks, no. A Data Action has to be set up to authenticate to your back end system and send information via an API call to your system.

https://help.mypurecloud.com/articles/create-custom-action-integrations/

Hi George, 

Does a post-call rule works similar to webhooks returning wrap-up codes back to our back end system API? If yes are you able to provide us with more details?

Thanks & Regards,

Wong DJ

Does your back-end system have an API? most folks use a post-call rule to run a Data Action which writes the Wrap-up Code (or Disposition) to the back-end system

Hi Jerome, 

For e.g. if we scheduled a call on an invalid number, voice mail, these calls will not returned back to agents, and we will not have information about these calls as it will be disposed from Genesys backend system without returning to agents. Our query is whether there is any APIs that we can use to retrieve back these calls and return back the statistic back to our system.

Thanks & Regards,

Wong DJ

Hello,

I am not sure what you mean by calls that the Genesys system disposed of. It would be useful to get an example.

All conversations taking place in Genesys Cloud (calls, emails, chats, ...) will have a conversationId.

Regards,

As part of our business requirements, we are working on an integration with Genesys to retrieve wrap-up codes via APIs. Based on the available documentation, we understand that the following endpoints can be used to retrieve wrap-up codes:

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

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapup

• /api/v2/conversations/callbacks/{conversationId}/participants/{participantId}/wrapupcodes

These APIs are useful when a conversation has taken place. However, we would also like to retrieve details for calls that the Genesys system disposed of, e.g., those that do not have an associated conversationId.

Could you please advise how such data can be retrieved, and which APIs would be appropriate in this scenario?

Thank you for your guidance.

Wong DJ