Genesys Cloud - Main

Background
We have a CRM system that can create Conversations in Genesys via an API. When we create the Conversation, we have the Conversation ID. Is there an API that I can use on a specific Conversation that will give me back something like the following:

• Conversation Status (Waiting in Queue,  Alerting Agent, Conversation In Progress, Conversation Ended)
• Priority (Priority in which the Conversation was created)

Where I'm at

• The /api/v2/analytics/conversations/{conversationId}/details doesn't return that status
• I also can't find a Genesys Cloud document that explains the different states a Conversation can be in

#Integrations
#Reporting/Analytics

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Maksim Gill
Eccentex, Inc.
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Hi Maksim,

You can use api /api/v2/analytics/conversations/{conversationId}/details and get information about Conservation Status from participant -> segment record and purpose field.
If you want real time you can use https://developer.genesys.cloud/notificationsalerts/notifications/available-topics.
I prefer to use topics, as its real time data.

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Taras Buha
taras@noralogix.com
www.noralogix.com
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But is there a single "state" that a Conversation has at any one time?

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Maksim Gill
Eccentex, Inc.
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Original Message:
Sent: 07-19-2022 12:42
From: Taras Buha
Subject: Get current Conversation State via Genesys API

Hi Maksim,

You can use api /api/v2/analytics/conversations/{conversationId}/details and get information about Conservation Status from participant -> segment record and purpose field.
If you want real time you can use https://developer.genesys.cloud/notificationsalerts/notifications/available-topics.
I prefer to use topics, as its real time data.

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Taras Buha
taras@noralogix.com
www.noralogix.com
------------------------------

You can start here:
https://help.mypurecloud.com/articles/interaction-states/
https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-data-model

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Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
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Original Message:
Sent: 07-21-2022 00:18
From: Maksim Gill
Subject: Get current Conversation State via Genesys API

But is there a single "state" that a Conversation has at any one time?

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------


Original Message:
Sent: 07-19-2022 12:42
From: Taras Buha
Subject: Get current Conversation State via Genesys API

Hi Maksim,

You can use api /api/v2/analytics/conversations/{conversationId}/details and get information about Conservation Status from participant -> segment record and purpose field.
If you want real time you can use https://developer.genesys.cloud/notificationsalerts/notifications/available-topics.
I prefer to use topics, as its real time data.

------------------------------
Taras Buha
taras@noralogix.com
www.noralogix.com