Swapnil_Pandey | 2024-12-26 04:17:51 UTC | #1
HI, We are noticing that few conversations are getting missed while we are hitting endpoint: https://api.usw2.pure.cloud/api/v2/analytics/conversations/details/query Although when we are hitting the same endpoint manually, it is coming up Could you please let us know what possible reasons can lead this to happen?
Dileepkaranki | 2024-12-27 14:35:09 UTC | #2
@Swapnil_Pandey Could you provide the request body. Is it prolonged conversations like email, callback and social media.? If yes when those conversations started and ended?
Ben_Wyatt | 2024-12-31 22:39:12 UTC | #3
Beyond the issues DileepKumar identified, there are also situations where the analytics endpoints are not fully synced with all conversations. If you haven't already investigated a different request body to better capture situations like long-running conversations, you might consider submitting a case to Genesys Customer Care to see if they need to sync it up manually.
Dileep_kaRanki | 2025-01-01 06:13:47 UTC | #4
@Ben_Wyatt could you also let me know other scenarios. So that it would be helpful to me
Ben_Wyatt | 2025-01-02 15:57:02 UTC | #5
I used to periodically see active conversations I retrieved from the analytics endpoints later get ended, but the end never synced up with the analytics endpoints. In order to get the analytics endpoints corrected, I had to send a customer care case, and they now even have a category of "Stuck Interaction" to facilitate that. I'm not sure I have much more detail as Genesys never actually provided me with root cause on those cases.
system | 2025-02-01 15:57:47 UTC | #6
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