Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

@Jakub Němec - could you please provide me the documentation link

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

Genesys Info Mart User's Guide

@Jakub Němec - could you please provide me the documentation link

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

Hi @Jakub Němec,

Thanks for the quick response.

We don't have GIM installed for us. We are working on custom application where we connect with servers of Genesys engage. 

I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhu

Genesys Info Mart User's Guide

@Jakub Němec - could you please provide me the documentation link

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

As I wrote before, there is no other Genesys solution or application which provides detailed historical data - only GIM solution serves for such purposes. You can develop your own solution based on Genesys events, however it could be very tricky to develop and also maintain as it requires huge skills in Genesys OnPremise and knowledge of Events model a interaction flows. It also depends on which data/details you need to gather, etc

Hi @Jakub Němec,

Thanks for the quick response.

We don't have GIM installed for us. We are working on custom application where we connect with servers of Genesys engage. 

I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhu

Genesys Info Mart User's Guide

@Jakub Němec - could you please provide me the documentation link

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

Hi @Jakub Němec

I could see below details in Genesys documentation for Genesys Engage. Could you please guide me how I can use Interaction search in my custom web app. What is the API being used here? Kindly help!

https://docs.genesys.com/Documentation/GC/latest/Agent/hist" href="https://docs.genesys.com/Documentation/GC/latest/Agent/hist" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://docs.genesys.com/documentation/gc/latest/agent/hist">https://docs.genesys.com/Documentation/GC/latest/Agent/hist

Thanks

Indhupriya

As I wrote before, there is no other Genesys solution or application which provides detailed historical data - only GIM solution serves for such purposes. You can develop your own solution based on Genesys events, however it could be very tricky to develop and also maintain as it requires huge skills in Genesys OnPremise and knowledge of Events model a interaction flows. It also depends on which data/details you need to gather, etc

Hi @Jakub Němec,

Thanks for the quick response.

We don't have GIM installed for us. We are working on custom application where we connect with servers of Genesys engage. 

I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhu

Genesys Info Mart User's Guide

@Jakub Němec - could you please provide me the documentation link

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

Hi @Jakub Němec

I could see below details in Genesys documentation for Genesys Engage. Could you please guide me how I can use Interaction search in my custom web app. What is the API being used here? Kindly help!

https://docs.genesys.com/Documentation/GC/latest/Agent/hist" href="https://docs.genesys.com/Documentation/GC/latest/Agent/hist" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://docs.genesys.com/documentation/gc/latest/agent/hist">https://docs.genesys.com/Documentation/GC/latest/Agent/hist

Thanks

Indhupriya

As I wrote before, there is no other Genesys solution or application which provides detailed historical data - only GIM solution serves for such purposes. You can develop your own solution based on Genesys events, however it could be very tricky to develop and also maintain as it requires huge skills in Genesys OnPremise and knowledge of Events model a interaction flows. It also depends on which data/details you need to gather, etc

Hi @Jakub Němec,

Thanks for the quick response.

We don't have GIM installed for us. We are working on custom application where we connect with servers of Genesys engage. 

I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhu

Genesys Info Mart User's Guide

@Jakub Němec - could you please provide me the documentation link

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

Interaction Search functionality is mainly based on information from UCS (Universal Contact Server) which collects data about the contacts in contact center. Depends on your environment setup and deployment, if the UCS is in place, for which medias it collects the data and also which data you store along with the interaction.

Hi @Jakub Němec

I could see below details in Genesys documentation for Genesys Engage. Could you please guide me how I can use Interaction search in my custom web app. What is the API being used here? Kindly help!

https://docs.genesys.com/Documentation/GC/latest/Agent/hist" href="https://docs.genesys.com/Documentation/GC/latest/Agent/hist" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://docs.genesys.com/documentation/gc/latest/agent/hist">https://docs.genesys.com/Documentation/GC/latest/Agent/hist

Thanks

Indhupriya

As I wrote before, there is no other Genesys solution or application which provides detailed historical data - only GIM solution serves for such purposes. You can develop your own solution based on Genesys events, however it could be very tricky to develop and also maintain as it requires huge skills in Genesys OnPremise and knowledge of Events model a interaction flows. It also depends on which data/details you need to gather, etc

Hi @Jakub Němec,

Thanks for the quick response.

We don't have GIM installed for us. We are working on custom application where we connect with servers of Genesys engage. 

I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhu

Genesys Info Mart User's Guide

@Jakub Němec - could you please provide me the documentation link

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

Hi,

Thanks for the quick response.

In Genesys Administrator, under Monitoring → Voice Platform → Historical Data, I can see the historical call details such as start and end time, CallUUID, and so on.
However, I need to include Agent and Skill details as well. Could you please assist me with how to edit or customize the historical data to add these fields?

Thanks

Indhupriya

Interaction Search functionality is mainly based on information from UCS (Universal Contact Server) which collects data about the contacts in contact center. Depends on your environment setup and deployment, if the UCS is in place, for which medias it collects the data and also which data you store along with the interaction.

Hi @Jakub Němec

I could see below details in Genesys documentation for Genesys Engage. Could you please guide me how I can use Interaction search in my custom web app. What is the API being used here? Kindly help!

https://docs.genesys.com/Documentation/GC/latest/Agent/hist" href="https://docs.genesys.com/Documentation/GC/latest/Agent/hist" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://docs.genesys.com/documentation/gc/latest/agent/hist">https://docs.genesys.com/Documentation/GC/latest/Agent/hist

Thanks

Indhupriya

As I wrote before, there is no other Genesys solution or application which provides detailed historical data - only GIM solution serves for such purposes. You can develop your own solution based on Genesys events, however it could be very tricky to develop and also maintain as it requires huge skills in Genesys OnPremise and knowledge of Events model a interaction flows. It also depends on which data/details you need to gather, etc

Hi @Jakub Němec,

Thanks for the quick response.

We don't have GIM installed for us. We are working on custom application where we connect with servers of Genesys engage. 

I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhu

Genesys Info Mart User's Guide

@Jakub Němec - could you please provide me the documentation link

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

Voice platform is based on data from self-service apps (IVR), so there is no agent involved and thus you cannot get such data from that. It has been written and recommended many times to use existing products like GIM or develop your own solution using PSDK. However it requires huge skills of Genesys platform,which seems not your case.

Hi,

Thanks for the quick response.

In Genesys Administrator, under Monitoring → Voice Platform → Historical Data, I can see the historical call details such as start and end time, CallUUID, and so on.
However, I need to include Agent and Skill details as well. Could you please assist me with how to edit or customize the historical data to add these fields?

Thanks

Indhupriya

Interaction Search functionality is mainly based on information from UCS (Universal Contact Server) which collects data about the contacts in contact center. Depends on your environment setup and deployment, if the UCS is in place, for which medias it collects the data and also which data you store along with the interaction.

Hi @Jakub Němec

I could see below details in Genesys documentation for Genesys Engage. Could you please guide me how I can use Interaction search in my custom web app. What is the API being used here? Kindly help!

https://docs.genesys.com/Documentation/GC/latest/Agent/hist" href="https://docs.genesys.com/Documentation/GC/latest/Agent/hist" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://docs.genesys.com/documentation/gc/latest/agent/hist">https://docs.genesys.com/Documentation/GC/latest/Agent/hist

Thanks

Indhupriya

As I wrote before, there is no other Genesys solution or application which provides detailed historical data - only GIM solution serves for such purposes. You can develop your own solution based on Genesys events, however it could be very tricky to develop and also maintain as it requires huge skills in Genesys OnPremise and knowledge of Events model a interaction flows. It also depends on which data/details you need to gather, etc

Hi @Jakub Němec,

Thanks for the quick response.

We don't have GIM installed for us. We are working on custom application where we connect with servers of Genesys engage. 

I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhu

Genesys Info Mart User's Guide

@Jakub Němec - could you please provide me the documentation link

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya

We're trying to achieve the same functionality - retrieving detailed call information using PSDK - without using the Interaction SDK or GIS, since GIS requires licensing.

We have successfully obtained historical call details using GVP/GWS. Now, the question is:

Without involving GIS or using the SDK, how can we get the Skills mapped to a specific Call (by Call UUID) and the Agent (by Agent ID) mapped to that call, using only GVP/GWS in Genesys Engage?

Any guidance or suggestions would be appreciated!

Thanks

Indhupriya

Voice platform is based on data from self-service apps (IVR), so there is no agent involved and thus you cannot get such data from that. It has been written and recommended many times to use existing products like GIM or develop your own solution using PSDK. However it requires huge skills of Genesys platform,which seems not your case.

Hi,

Thanks for the quick response.

In Genesys Administrator, under Monitoring → Voice Platform → Historical Data, I can see the historical call details such as start and end time, CallUUID, and so on.
However, I need to include Agent and Skill details as well. Could you please assist me with how to edit or customize the historical data to add these fields?

Thanks

Indhupriya

Interaction Search functionality is mainly based on information from UCS (Universal Contact Server) which collects data about the contacts in contact center. Depends on your environment setup and deployment, if the UCS is in place, for which medias it collects the data and also which data you store along with the interaction.

Hi @Jakub Němec

I could see below details in Genesys documentation for Genesys Engage. Could you please guide me how I can use Interaction search in my custom web app. What is the API being used here? Kindly help!

https://docs.genesys.com/Documentation/GC/latest/Agent/hist" href="https://docs.genesys.com/Documentation/GC/latest/Agent/hist" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://docs.genesys.com/documentation/gc/latest/agent/hist">https://docs.genesys.com/Documentation/GC/latest/Agent/hist

Thanks

Indhupriya

As I wrote before, there is no other Genesys solution or application which provides detailed historical data - only GIM solution serves for such purposes. You can develop your own solution based on Genesys events, however it could be very tricky to develop and also maintain as it requires huge skills in Genesys OnPremise and knowledge of Events model a interaction flows. It also depends on which data/details you need to gather, etc

Hi @Jakub Němec,

Thanks for the quick response.

We don't have GIM installed for us. We are working on custom application where we connect with servers of Genesys engage. 

I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhu

Genesys Info Mart User's Guide

@Jakub Němec - could you please provide me the documentation link

Thanks

Indhupriya

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations.

Hi @Amr Ashour,

Kindly provide your input on this.

Thanks

Indhupriya

Hi @Vinod Balan,

In Genesys Cloud, the following endpoint is used to fetch historical conversation details with filtering option

POST /api/v2/analytics/conversations/details/query

which retrieves all details related to all agents for a given day.

Similarly, I would like to understand what possible methods or APIs exist in Genesys Engage to fetch historical call details, aside from using Infomart. Could you please provide guidance on this?

Thanks

Indhupriya