EvgeniaL | 2023-11-30 15:03:14 UTC | #1
Intradiem is looking to extend the integration with Genesys Cloud ACD and I am doing the research to understand whether we can get specific data points via APIs. Can you help with these questions?
We would like to get the following data:
Source of a call (inbound)* . When an agent gets a call from the queue – is there a way to understand from which queue the call is coming to an agent via API?
As I found we can get queue ID for on-call events for the calls initiated from the queue. Example (interacting event). Can you please confirm that?
{ "version": "0", "id": "951f6175-c67e-5697-3f7e-8a8895f0cca8", "detail-type": "v2.analytics.conversation.{id}.metrics", "source": "aws.partner/genesys.com/cloud/8833f044-847b-4601-9465-84519eabd37e/genesys-cloud-alexn", "account": "012132714224", "time": "2023-09-21T09:19:26Z", "region": "us-east-1", "resources": [], "detail": { "topicName": "v2.analytics.conversation.da91128c-f8de-4e1e-9a13-6a55407cb21b.metrics", "version": "2", "eventBody": { "metric": "tAlert", "metricDate": "2023-09-21T09:19:26.460Z", "value": 47333, "recordId": "323-265735072-2", "addressFrom":””, "addressTo": “”, "conversationId": "da91128c-f8de-4e1e-9a13-6a55407cb21b", "direction": "inbound", "divisionIds": ["b33da701-4ca7-427f-9c9d-cc42d6934952"], "externalContactId": "2cb2c301-b570-4451-8dd3-2da37e3755cd", "firstQueue": true, "interactionType": "contactCenter", "mediaType": "email", "originatingDirection": "inbound", "participantName": "Alexander ", "peerId": "454105fa-c993-47df-93ee-b3fae9f9c9d0", "provider": "PureCloud Email", "purpose": "agent", "queueId": "91eb7b7b-f30a-4cf9-8ab6-758fce74b7ef", "remote": "Alexander", "requestedRoutings": ["Standard"], "routingPriority": 0, "selectedAgentId": "7cdcd5ab-b70f-4734-b4ec-652fcc558d6d", "sessionId": "17f943a4-41ea-442c-b7db-621bf91b086e", "usedRouting": "Standard", "userId": "7cdcd5ab-b70f-4734-b4ec-652fcc558d6d" }, "metadata": { "CorrelationId": "9c2f3065-aaca-4d5c-b24a-340c68d88dc3" }, "timestamp": "2023-09-21T09:19:26.638Z" } }*
Source of a call (outbound)* . When the ACD initiates the call from a campaign (auto-dial or manual dial) – is there a way to understand from which queue/campaign the call is coming to an agent via API?
ANI (Automatic Number Identification)* per each call presence
Sequence Number (call reference)* for the call presented to the agent
Queue to Skill Association* – relation between skills and queues.
Skill to Agent Association* – relation between agent and qualities agents possess to do their job.
I see that the agent has a relation to ACD Skills and potentially it can be captured by https://developer.genesys.cloud/routing/routing/ /api/v2/users/{userId}/routingskills – is that correct or is there another way to do it that you would recommend?
- I also see skills and skill groups in the APIs. What is the difference between them? On UI I don’t see Skill Groups, just ACD Skills.**
tim.smith | 2023-11-30 15:02:46 UTC | #2
1-6, except 4, can be found in the participant data for the conversation. Use the start/end times for their segments to order them for determining the initial/most recent participant.
For 4, I don't know what you mean by "sequence number". That's not a Genesys Cloud term. Can you clarify what piece of data you're looking for?
GET /api/v2/users/{userId}/routingskills is documented as "List routing skills for user". That's a good endpoint to use for that purpose. Or are you trying to determine something else?
You can read about the different kinds of groups here: https://help.mypurecloud.com/articles/groups-overview/
EvgeniaL | 2023-12-07 12:26:48 UTC | #3
Thank you for the response.
Can I kindly ask you to help me find the exact endpoint with ANI information? I wasn't able to find any in the user conversations APIs / call events.
As for sequence number, we need to understand the call unique identifier. I see in the call event (interacting event above) there is a conversation_id - will it be a correct field to refer?
tim.smith | 2023-12-07 15:19:45 UTC | #4
The ANI will be in the conversation data. You can use either the conversations or analytics endpoints, whichever is more appropriate for your use case.
system | 2024-01-07 15:20:18 UTC | #5
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