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Hi,

I am looking to create a data action which could return an array of queues it traversed through and the agents who answered the call in the respective queues. The GET /api/v2/analytics/conversations/{conversationId}/details API returns this information. But I am unable to workout the translation map that could return the above details. The response should not include the details of agents that might have been alerted but not answered the call.

I have queried the queueIds using this translation mapping.

Also, I do not want to go down the path of returning the whole json response to a callflow and parsing it there.

Thanks in advance for your responses.

#DataActions
#PlatformAPI

------------------------------
Dhanalakshmi Vasudevan
------------------------------

Hi Dhanalakshmi,

You could try filtering both values from the same interact segment path, for example:

{
  "translationMap": {
    "queueIds": "$.participants[?(@.purpose == 'agent')].sessions[*].segments[?(@.segmentType == 'interact')].queueId",
    "agentNames": "$.participants[?(@.purpose == 'agent' && @.sessions[*].segments[?(@.segmentType == 'interact')])].name"
  },
  "translationMapDefaults": {
    "queueIds": "[]",
    "agentNames": "[]"
  },
  "successTemplate": "{ \"queueIds\": ${queueIds}, \"agentNames\": ${agentNames} }"
}

A couple of notes:

• Your current queueIds JSONPath looks to be missing a closing bracket/parenthesis around the interact filter.
• Filtering on segmentType == 'interact' should help exclude agents who were only alerted and never actually handled the call.
• I would still be a little cautious in transfer/bounce scenarios, because the conversation details payload is split across participants, sessions, and segments, so keeping the queue and agent arrays perfectly aligned may still be tricky.
• A related thread that may help with flattening nested values in a data action response:

https://community.genesys.com/discussion/nested-array-translation-map-issue-conversation-details

And this thread also helps explain why more complex call paths can be harder to map cleanly:
https://community.genesys.com/discussion/identifying-calls-and-connecting-segments

Hope this helps. Following this thread as well, as it would be great to see if anyone has been able to achieve this reliably.
------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-21-2026 03:06
From: Dhanalakshmi Vasudevan
Subject: Conversation API - Translation Mapping help

Hi,

I am looking to create a data action which could return an array of queues it traversed through and the agents who answered the call in the respective queues. The GET /api/v2/analytics/conversations/{conversationId}/details API returns this information. But I am unable to workout the translation map that could return the above details. The response should not include the details of agents that might have been alerted but not answered the call.

I have queried the queueIds using this translation mapping.

Also, I do not want to go down the path of returning the whole json response to a callflow and parsing it there.

Thanks in advance for your responses.

#DataActions
#PlatformAPI

------------------------------
Dhanalakshmi Vasudevan
------------------------------

Hi @Phaneendra Avatapalli,

Thanks for your response. It would have been much easier if the agent name or id is present at segments level. But the agentId information is present at the participant level and selectedAgentId is present in the session level. Hence why I am looking for a translation mapping to get only the agent who interacted with the caller.

    {
      "participantId": "266c18f3-3be2-46e2-ad5e-1d75ca70e266",
      "purpose": "agent",
      "userId": "869773b6-cc86-4085-8441-6df8061dbdb1",
      "sessions": [
        {
          "activeSkillIds": [
            "8ccc424f-9ac4-403b-93c5-3b2605d498df"
          ],
          "ani": "tel:+xxxxxxxxxxxx",
          "direction": "inbound",
          "dnis": "tel:+xxxxxxxxxxxx",
          "edgeId": "6cbc5aed-8385-45c3-8c43-15a21f3a5bf7",
          "eligibleAgentCounts": [
            1
          ],
          "mediaType": "voice",
          "peerId": "e9173fd1-d4e8-3fe6-be3a-f81373dc922c",
          "protocolCallId": "74dc6368-c712-4df9-80e5-a39c3fec40bf",
          "provider": "Edge",
          "remote": "Melbourne, Australia",
          "requestedRoutings": [
            "Standard"
          ],
          "selectedAgentId": "869773b6-cc86-4085-8441-6df8061dbdb1",
          "sessionDnis": "sip:66332ae85ff25e1bd0a26340+xxx3.orgspan.com@localhost",
          "sessionId": "67126cc8-9311-3d4f-8bbc-14473411ef5c",
          "usedRouting": "Standard",
          "mediaEndpointStats": [
            {
              "codecs": [
                "audio/opus"
              ],
              "eventTime": "2026-04-17T05:56:34.121Z",
              "maxLatencyMs": 28,
              "minMos": 4.898954695945577,
              "minRFactor": 93.18830108642578,
              "receivedPackets": 367
            },
            {
              "codecs": [
                "audio/opus"
              ],
              "discardedPackets": 4,
              "eventTime": "2026-04-17T05:56:34.132Z",
              "maxLatencyMs": 31,
              "minMos": 4.826304526299577,
              "minRFactor": 90.19194030761719,
              "receivedPackets": 363
            }
          ],
          "metrics": [
            {
              "emitDate": "2026-04-17T05:56:26.764Z",
              "name": "tAlert",
              "value": 1823
            },
            {
              "emitDate": "2026-04-17T05:56:26.764Z",
              "name": "tAnswered",
              "value": 14236
            },
            {
              "emitDate": "2026-04-17T05:56:34.051Z",
              "name": "tTalk",
              "value": 7287
            },
            {
              "emitDate": "2026-04-17T05:56:34.051Z",
              "name": "tTalkComplete",
              "value": 7287
            },
            {
              "emitDate": "2026-04-17T06:28:02.686Z",
              "name": "tAcw",
              "value": 1888635
            },
            {
              "emitDate": "2026-04-17T06:28:02.686Z",
              "name": "tHandle",
              "value": 1895922
            }
          ],
          "segments": [
            {
              "conference": false,
              "queueId": "6ad474f1-1bab-48a3-aadd-8f0552c9f08b",
              "requestedRoutingSkillIds": [
                "8ccc424f-9ac4-403b-93c5-3b2605d498df"
              ],
              "segmentEnd": "2026-04-17T05:56:26.764Z",
              "segmentStart": "2026-04-17T05:56:24.941Z",
              "segmentType": "alert"
            },
            {
              "conference": false,
              "disconnectType": "client",
              "queueId": "6ad474f1-1bab-48a3-aadd-8f0552c9f08b",
              "requestedRoutingSkillIds": [
                "8ccc424f-9ac4-403b-93c5-3b2605d498df"
              ],
              "segmentEnd": "2026-04-17T05:56:34.051Z",
              "segmentStart": "2026-04-17T05:56:26.764Z",
              "segmentType": "interact"
            },
            {
              "conference": false,
              "disconnectType": "client",
              "queueId": "6ad474f1-1bab-48a3-aadd-8f0552c9f08b",
              "requestedRoutingSkillIds": [
                "8ccc424f-9ac4-403b-93c5-3b2605d498df"
              ],
              "segmentEnd": "2026-04-17T06:28:02.686Z",
              "segmentStart": "2026-04-17T05:56:34.051Z",
              "segmentType": "wrapup",
              "wrapUpCode": "26e3381f-0c74-4bb4-a17e-beb19351c7d6"
            }
          ]
        }
      ]
    }

Hi Dhanalakshmi,

You could try filtering both values from the same interact segment path, for example:

{
  "translationMap": {
    "queueIds": "$.participants[?(@.purpose == 'agent')].sessions[*].segments[?(@.segmentType == 'interact')].queueId",
    "agentNames": "$.participants[?(@.purpose == 'agent' && @.sessions[*].segments[?(@.segmentType == 'interact')])].name"
  },
  "translationMapDefaults": {
    "queueIds": "[]",
    "agentNames": "[]"
  },
  "successTemplate": "{ \"queueIds\": ${queueIds}, \"agentNames\": ${agentNames} }"
}

A couple of notes:

• Your current queueIds JSONPath looks to be missing a closing bracket/parenthesis around the interact filter.
• Filtering on segmentType == 'interact' should help exclude agents who were only alerted and never actually handled the call.
• I would still be a little cautious in transfer/bounce scenarios, because the conversation details payload is split across participants, sessions, and segments, so keeping the queue and agent arrays perfectly aligned may still be tricky.
• A related thread that may help with flattening nested values in a data action response:

https://community.genesys.com/discussion/nested-array-translation-map-issue-conversation-details

And this thread also helps explain why more complex call paths can be harder to map cleanly:
https://community.genesys.com/discussion/identifying-calls-and-connecting-segments

Hope this helps. Following this thread as well, as it would be great to see if anyone has been able to achieve this reliably.
------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-21-2026 03:06
From: Dhanalakshmi Vasudevan
Subject: Conversation API - Translation Mapping help

Hi,

I am looking to create a data action which could return an array of queues it traversed through and the agents who answered the call in the respective queues. The GET /api/v2/analytics/conversations/{conversationId}/details API returns this information. But I am unable to workout the translation map that could return the above details. The response should not include the details of agents that might have been alerted but not answered the call.

I have queried the queueIds using this translation mapping.

Also, I do not want to go down the path of returning the whole json response to a callflow and parsing it there.

Thanks in advance for your responses.

#DataActions
#PlatformAPI

------------------------------
Dhanalakshmi Vasudevan
------------------------------

Hi Dhanalakshmi,

Thanks for sharing the sample payload that helped clarify the structure.

I tested the nested filter approach below, and it does return only the agents who have an interact segment, along with the queue IDs from those same interact segments. So hopefully this is closer to what you are looking for without needing to return the full JSON payload to the flow.

Hi @Phaneendra Avatapalli,

Thanks for your response. It would have been much easier if the agent name or id is present at segments level. But the agentId information is present at the participant level and selectedAgentId is present in the session level. Hence why I am looking for a translation mapping to get only the agent who interacted with the caller.

    {
      "participantId": "266c18f3-3be2-46e2-ad5e-1d75ca70e266",
      "purpose": "agent",
      "userId": "869773b6-cc86-4085-8441-6df8061dbdb1",
      "sessions": [
        {
          "activeSkillIds": [
            "8ccc424f-9ac4-403b-93c5-3b2605d498df"
          ],
          "ani": "tel:+xxxxxxxxxxxx",
          "direction": "inbound",
          "dnis": "tel:+xxxxxxxxxxxx",
          "edgeId": "6cbc5aed-8385-45c3-8c43-15a21f3a5bf7",
          "eligibleAgentCounts": [
            1
          ],
          "mediaType": "voice",
          "peerId": "e9173fd1-d4e8-3fe6-be3a-f81373dc922c",
          "protocolCallId": "74dc6368-c712-4df9-80e5-a39c3fec40bf",
          "provider": "Edge",
          "remote": "Melbourne, Australia",
          "requestedRoutings": [
            "Standard"
          ],
          "selectedAgentId": "869773b6-cc86-4085-8441-6df8061dbdb1",
          "sessionDnis": "sip:66332ae85ff25e1bd0a26340+xxx3.orgspan.com@localhost",
          "sessionId": "67126cc8-9311-3d4f-8bbc-14473411ef5c",
          "usedRouting": "Standard",
          "mediaEndpointStats": [
            {
              "codecs": [
                "audio/opus"
              ],
              "eventTime": "2026-04-17T05:56:34.121Z",
              "maxLatencyMs": 28,
              "minMos": 4.898954695945577,
              "minRFactor": 93.18830108642578,
              "receivedPackets": 367
            },
            {
              "codecs": [
                "audio/opus"
              ],
              "discardedPackets": 4,
              "eventTime": "2026-04-17T05:56:34.132Z",
              "maxLatencyMs": 31,
              "minMos": 4.826304526299577,
              "minRFactor": 90.19194030761719,
              "receivedPackets": 363
            }
          ],
          "metrics": [
            {
              "emitDate": "2026-04-17T05:56:26.764Z",
              "name": "tAlert",
              "value": 1823
            },
            {
              "emitDate": "2026-04-17T05:56:26.764Z",
              "name": "tAnswered",
              "value": 14236
            },
            {
              "emitDate": "2026-04-17T05:56:34.051Z",
              "name": "tTalk",
              "value": 7287
            },
            {
              "emitDate": "2026-04-17T05:56:34.051Z",
              "name": "tTalkComplete",
              "value": 7287
            },
            {
              "emitDate": "2026-04-17T06:28:02.686Z",
              "name": "tAcw",
              "value": 1888635
            },
            {
              "emitDate": "2026-04-17T06:28:02.686Z",
              "name": "tHandle",
              "value": 1895922
            }
          ],
          "segments": [
            {
              "conference": false,
              "queueId": "6ad474f1-1bab-48a3-aadd-8f0552c9f08b",
              "requestedRoutingSkillIds": [
                "8ccc424f-9ac4-403b-93c5-3b2605d498df"
              ],
              "segmentEnd": "2026-04-17T05:56:26.764Z",
              "segmentStart": "2026-04-17T05:56:24.941Z",
              "segmentType": "alert"
            },
            {
              "conference": false,
              "disconnectType": "client",
              "queueId": "6ad474f1-1bab-48a3-aadd-8f0552c9f08b",
              "requestedRoutingSkillIds": [
                "8ccc424f-9ac4-403b-93c5-3b2605d498df"
              ],
              "segmentEnd": "2026-04-17T05:56:34.051Z",
              "segmentStart": "2026-04-17T05:56:26.764Z",
              "segmentType": "interact"
            },
            {
              "conference": false,
              "disconnectType": "client",
              "queueId": "6ad474f1-1bab-48a3-aadd-8f0552c9f08b",
              "requestedRoutingSkillIds": [
                "8ccc424f-9ac4-403b-93c5-3b2605d498df"
              ],
              "segmentEnd": "2026-04-17T06:28:02.686Z",
              "segmentStart": "2026-04-17T05:56:34.051Z",
              "segmentType": "wrapup",
              "wrapUpCode": "26e3381f-0c74-4bb4-a17e-beb19351c7d6"
            }
          ]
        }
      ]
    }

Hi Dhanalakshmi,

You could try filtering both values from the same interact segment path, for example:

{
  "translationMap": {
    "queueIds": "$.participants[?(@.purpose == 'agent')].sessions[*].segments[?(@.segmentType == 'interact')].queueId",
    "agentNames": "$.participants[?(@.purpose == 'agent' && @.sessions[*].segments[?(@.segmentType == 'interact')])].name"
  },
  "translationMapDefaults": {
    "queueIds": "[]",
    "agentNames": "[]"
  },
  "successTemplate": "{ \"queueIds\": ${queueIds}, \"agentNames\": ${agentNames} }"
}

A couple of notes:

• Your current queueIds JSONPath looks to be missing a closing bracket/parenthesis around the interact filter.
• Filtering on segmentType == 'interact' should help exclude agents who were only alerted and never actually handled the call.
• I would still be a little cautious in transfer/bounce scenarios, because the conversation details payload is split across participants, sessions, and segments, so keeping the queue and agent arrays perfectly aligned may still be tricky.
• A related thread that may help with flattening nested values in a data action response:

https://community.genesys.com/discussion/nested-array-translation-map-issue-conversation-details

And this thread also helps explain why more complex call paths can be harder to map cleanly:
https://community.genesys.com/discussion/identifying-calls-and-connecting-segments

Hope this helps. Following this thread as well, as it would be great to see if anyone has been able to achieve this reliably.
------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-21-2026 03:06
From: Dhanalakshmi Vasudevan
Subject: Conversation API - Translation Mapping help

Hi,

I am looking to create a data action which could return an array of queues it traversed through and the agents who answered the call in the respective queues. The GET /api/v2/analytics/conversations/{conversationId}/details API returns this information. But I am unable to workout the translation map that could return the above details. The response should not include the details of agents that might have been alerted but not answered the call.

I have queried the queueIds using this translation mapping.

Also, I do not want to go down the path of returning the whole json response to a callflow and parsing it there.

Thanks in advance for your responses.

#DataActions
#PlatformAPI

------------------------------
Dhanalakshmi Vasudevan
------------------------------

Hi @Phaneendra Avatapalli,

Thanks for your help. That worked like a charm.

Hi Dhanalakshmi,

Thanks for sharing the sample payload that helped clarify the structure.

I tested the nested filter approach below, and it does return only the agents who have an interact segment, along with the queue IDs from those same interact segments. So hopefully this is closer to what you are looking for without needing to return the full JSON payload to the flow.

Hi @Phaneendra Avatapalli,

Thanks for your response. It would have been much easier if the agent name or id is present at segments level. But the agentId information is present at the participant level and selectedAgentId is present in the session level. Hence why I am looking for a translation mapping to get only the agent who interacted with the caller.

    {
      "participantId": "266c18f3-3be2-46e2-ad5e-1d75ca70e266",
      "purpose": "agent",
      "userId": "869773b6-cc86-4085-8441-6df8061dbdb1",
      "sessions": [
        {
          "activeSkillIds": [
            "8ccc424f-9ac4-403b-93c5-3b2605d498df"
          ],
          "ani": "tel:+xxxxxxxxxxxx",
          "direction": "inbound",
          "dnis": "tel:+xxxxxxxxxxxx",
          "edgeId": "6cbc5aed-8385-45c3-8c43-15a21f3a5bf7",
          "eligibleAgentCounts": [
            1
          ],
          "mediaType": "voice",
          "peerId": "e9173fd1-d4e8-3fe6-be3a-f81373dc922c",
          "protocolCallId": "74dc6368-c712-4df9-80e5-a39c3fec40bf",
          "provider": "Edge",
          "remote": "Melbourne, Australia",
          "requestedRoutings": [
            "Standard"
          ],
          "selectedAgentId": "869773b6-cc86-4085-8441-6df8061dbdb1",
          "sessionDnis": "sip:66332ae85ff25e1bd0a26340+xxx3.orgspan.com@localhost",
          "sessionId": "67126cc8-9311-3d4f-8bbc-14473411ef5c",
          "usedRouting": "Standard",
          "mediaEndpointStats": [
            {
              "codecs": [
                "audio/opus"
              ],
              "eventTime": "2026-04-17T05:56:34.121Z",
              "maxLatencyMs": 28,
              "minMos": 4.898954695945577,
              "minRFactor": 93.18830108642578,
              "receivedPackets": 367
            },
            {
              "codecs": [
                "audio/opus"
              ],
              "discardedPackets": 4,
              "eventTime": "2026-04-17T05:56:34.132Z",
              "maxLatencyMs": 31,
              "minMos": 4.826304526299577,
              "minRFactor": 90.19194030761719,
              "receivedPackets": 363
            }
          ],
          "metrics": [
            {
              "emitDate": "2026-04-17T05:56:26.764Z",
              "name": "tAlert",
              "value": 1823
            },
            {
              "emitDate": "2026-04-17T05:56:26.764Z",
              "name": "tAnswered",
              "value": 14236
            },
            {
              "emitDate": "2026-04-17T05:56:34.051Z",
              "name": "tTalk",
              "value": 7287
            },
            {
              "emitDate": "2026-04-17T05:56:34.051Z",
              "name": "tTalkComplete",
              "value": 7287
            },
            {
              "emitDate": "2026-04-17T06:28:02.686Z",
              "name": "tAcw",
              "value": 1888635
            },
            {
              "emitDate": "2026-04-17T06:28:02.686Z",
              "name": "tHandle",
              "value": 1895922
            }
          ],
          "segments": [
            {
              "conference": false,
              "queueId": "6ad474f1-1bab-48a3-aadd-8f0552c9f08b",
              "requestedRoutingSkillIds": [
                "8ccc424f-9ac4-403b-93c5-3b2605d498df"
              ],
              "segmentEnd": "2026-04-17T05:56:26.764Z",
              "segmentStart": "2026-04-17T05:56:24.941Z",
              "segmentType": "alert"
            },
            {
              "conference": false,
              "disconnectType": "client",
              "queueId": "6ad474f1-1bab-48a3-aadd-8f0552c9f08b",
              "requestedRoutingSkillIds": [
                "8ccc424f-9ac4-403b-93c5-3b2605d498df"
              ],
              "segmentEnd": "2026-04-17T05:56:34.051Z",
              "segmentStart": "2026-04-17T05:56:26.764Z",
              "segmentType": "interact"
            },
            {
              "conference": false,
              "disconnectType": "client",
              "queueId": "6ad474f1-1bab-48a3-aadd-8f0552c9f08b",
              "requestedRoutingSkillIds": [
                "8ccc424f-9ac4-403b-93c5-3b2605d498df"
              ],
              "segmentEnd": "2026-04-17T06:28:02.686Z",
              "segmentStart": "2026-04-17T05:56:34.051Z",
              "segmentType": "wrapup",
              "wrapUpCode": "26e3381f-0c74-4bb4-a17e-beb19351c7d6"
            }
          ]
        }
      ]
    }

Hi Dhanalakshmi,

You could try filtering both values from the same interact segment path, for example:

{
  "translationMap": {
    "queueIds": "$.participants[?(@.purpose == 'agent')].sessions[*].segments[?(@.segmentType == 'interact')].queueId",
    "agentNames": "$.participants[?(@.purpose == 'agent' && @.sessions[*].segments[?(@.segmentType == 'interact')])].name"
  },
  "translationMapDefaults": {
    "queueIds": "[]",
    "agentNames": "[]"
  },
  "successTemplate": "{ \"queueIds\": ${queueIds}, \"agentNames\": ${agentNames} }"
}

A couple of notes:

• Your current queueIds JSONPath looks to be missing a closing bracket/parenthesis around the interact filter.
• Filtering on segmentType == 'interact' should help exclude agents who were only alerted and never actually handled the call.
• I would still be a little cautious in transfer/bounce scenarios, because the conversation details payload is split across participants, sessions, and segments, so keeping the queue and agent arrays perfectly aligned may still be tricky.
• A related thread that may help with flattening nested values in a data action response:

https://community.genesys.com/discussion/nested-array-translation-map-issue-conversation-details

And this thread also helps explain why more complex call paths can be harder to map cleanly:
https://community.genesys.com/discussion/identifying-calls-and-connecting-segments

Hope this helps. Following this thread as well, as it would be great to see if anyone has been able to achieve this reliably.
------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 04-21-2026 03:06
From: Dhanalakshmi Vasudevan
Subject: Conversation API - Translation Mapping help

Hi,

I am looking to create a data action which could return an array of queues it traversed through and the agents who answered the call in the respective queues. The GET /api/v2/analytics/conversations/{conversationId}/details API returns this information. But I am unable to workout the translation map that could return the above details. The response should not include the details of agents that might have been alerted but not answered the call.

I have queried the queueIds using this translation mapping.

Also, I do not want to go down the path of returning the whole json response to a callflow and parsing it there.

Thanks in advance for your responses.

#DataActions
#PlatformAPI

------------------------------
Dhanalakshmi Vasudevan
------------------------------