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  • 1.  Difference betwwen Interaction and Conversation

    Posted 02-13-2020 10:16
    No replies, thread closed.
    Good morning community:

    Only for understanding PureCloud concepts: I understood, based on this reference, that a conversation is the same of an interaction, isn´t it?
    So, when the Analytics API needs the conversation ID is the same interaction ID or they can be different in some cases?

    References:
    Conversations overview
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    Conversations overview
    A PureCloud conversation is an interaction between multiple participants over at least one media channel such as chat, phone, or email. PureCloud uses conversations to track multiple participants and media channels in an interaction. Participants include automated participants in the call such as an interactive voice response (IVR) menu and automatic call distributor (ACD).
    View this on Mypurecloud >


    Analytics overview

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    Analytics overview
    The PureCloud analytics API is an atlas of time-series data spanning both real-time and historic periods. These APIs support ad-hoc, slice & dice queries as well as simple export. There are a variety of API endpoints exposed that all share some common concepts and syntax, but what sets each of them apart are the more contextualized and curated views of the world each one offers.
    View this on Mypurecloud >

    I appreciate your confirmation.
    Thank you.
    #Reporting/Analytics

    ------------------------------
    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
    ------------------------------


  • 2.  RE: Difference betwwen Interaction and Conversation
    Best Answer

    Posted 02-13-2020 11:23
    No replies, thread closed.
    Where in Genesys Cloud do you see the term "Interaction ID"? I only know of the Conversation ID.

    When you look at something in the Interactions view, the ID shown is the Conversation ID.

    Individual emails within a conversation have a sessionId when you query the data in the API by conversationId, but that is not visible in the Interactions view.

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    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Difference betwwen Interaction and Conversation

    Posted 02-13-2020 11:34
    No replies, thread closed.
    Thank you Mr. Ganahl, I understood.

    Best Regards,

    ------------------------------
    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
    ------------------------------

    Original Message


  • 4.  RE: Difference betwwen Interaction and Conversation

    Posted 02-14-2020 17:13
    Edited by Brenda Wynne 02-14-2020 17:16
    No replies, thread closed.
    EDIT:  It must have been the conversation ID from their system and that's why it did not match.

    When we had some data provided to us from an added analytics  module, it only provided conversation ID.  This did not match the interaction ID.  In fact, they had to use the date / time / phone number to find the interaction.

    Why were they different numbers?   

    If they are the same thing, why do they refer to them in 2 different terms.  Its confusing!

    ------------------------------
    Brenda Wynne
    Alcon Vision LLC
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    Original Message


  • 5.  RE: Difference betwwen Interaction and Conversation

    Posted 02-18-2020 11:09
    No replies, thread closed.
    That's what it sounds like--an ID from the other system.

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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