Rupamanchalla | 2022-02-01 08:17:22 UTC | #1
When an agent transfers an incoming call, how can we find , to where that call was transferred like to an external system or a queue/agent Is there any id which refers the target transfer ? We are using below API to fetch the conversation details
API - conversation details async API end point - /api/v2/analytics/conversations/details/jobs/{jobId}/results
78692638d4a24645fbf5 | 2022-02-01 20:58:34 UTC | #2
I believe it will be the participant after the original agent, in the Participants Array that comes back from that api query. I tested Internal Blind, Internal Consult and External Blind and the transferred party was always the participant after the original agent participant.
Eos_Rios | 2022-02-02 14:48:33 UTC | #3
In my experience transfer reporting is an area Genesys apparently gives no damns about. There is none and the hoops you have to go through to mine it are absurd, you literally have to build the entire call chain and determine where the destination was based on what segment occurred next/was in progress after the Transfer emitted depending whether its blind or consultative. If its on platform you'll be able to get the queue and skill and language from the segment and user/agent from the participant if it was answered, if it's external you have to mine where they dialed from the sessionDnis and there are situations where neither works or applies and you may have no idea what happened.
https://genesyscloud.ideas.aha.io/ideas/ANLS-I-172
ralegner | 2022-02-02 19:54:47 UTC | #4
Greetings! We have identified gaps in our product related to transfers and we have developed a feature that's currently in beta where we add a destinationAddress field to transferred segments to note where the segment was transferred to. Below is a sample of a participant within a detail record with a destinationAddress added. In the event it was transferred to a queue (like the sample below), it would note the queueID being transferred to. If the segment was transferred to an external number, it'd note that number.
{ "participantId": "522abaa0-b727-4722-82e4-c9365d54c9dd", "purpose": "agent", "userId": "72c7a577-274a-452b-a174-d6f8a46c1aa2", "sessions": [ { "agentBullseyeRing": 1, "ani": "tel:+13175555555", "destinationAddresses": [ "sip:ca759de5-fbfd-4356-b1c6-f4da73ac0bb7@localhost" ], "direction": "inbound", "dnis": "tel:+13175551000", "edgeId": "4c300083-58de-49b1-bc4e-316fa6d8c7a8", "mediaType": "voice", "peerId": "24197134-5358-4262-9597-e928c14a18d7", "protocolCallId": "246ca16f-0b3b-4999-bb77-50f852d80abf", "provider": "Edge", "remote": "National",
If you're interested in signing up for this beta, please let us know!
system | 2022-03-05 19:55:33 UTC | #5
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