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  • 1.  Clarification Needed on Call Disconnection – Interaction Flow Analysis

    Posted 05-29-2025 08:29
    No replies, thread closed.

    Hi Team,

    I want to get the agent name who disconnected the call at last in the interaction following are some scenario's :

    1. The call initially landed in Queue Q1 and was answered by Agent 1.

    2. Agent 1 initiated a consult transfer to Queue Q2, where Agent 2 answered the call.

    3. Agent 2 then disconnected the call.

    4. The call was routed back to Agent 1, who subsequently also disconnected.

    Could you please confirm which agent actually disconnected the interaction at last from the system's perspective? This is important for accurate reporting and process analysis.

    Also there is multiple transfer will happen external transfer to queue and consult transfer to number.....So whatever tis the case i need the interaction disconnected by which agent at last

    Note: My ultimate aim is to get which agent was recorded as the last one to disconnect the call using any API's

    Thanks,


    #API/Integrations
    #ArchitectureandDesign
    #PlatformAdministration
    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Haridass Sarangan
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  • 2.  RE: Clarification Needed on Call Disconnection – Interaction Flow Analysis
    Best Answer

    Posted 05-29-2025 10:12
    No replies, thread closed.

    Hello Haridass,

    I would recommend taking a look at the API Explorer. It lists all of the API calls that you can execute to pull data from Genesys Cloud. If you're looking for the last agent who disconnected from the call, I believe you can accomplish this with 
    https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-analytics-conversations--conversationId--details 

    This will return a JSON payload with some information about the conversation. You will look for something like "segmentEnd": "YYYY-MM-DDThh:mm:ss.SSSZ",



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Clarification Needed on Call Disconnection – Interaction Flow Analysis

    Posted 05-30-2025 02:43
    No replies, thread closed.

    Hi Haridass,
    in addition to what Jason wrote: Please note, that "transfer to number" can split up the interaction into two interactions, in case that the number ist NOT a Genesys DID. In our company for example there are official hotline-numbers (hostet outsinde of Genesys) that route to Genesys DIDs. A transfer to the official hotline number creates a second incoming call, because the call is leaving the Genesys environment.



    ------------------------------
    Christoph Domaschke
    Leiter Service Center (Cronbank)
    ------------------------------

    Original Message


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