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  • 1.  Guidance on Mapping Recording Segments to Session IDs

    Posted 20 days ago

    Hi,

    Hi , I'm seeking guidance on the best approach or logic for mapping recording segments-in threaded emails, asynchronous chats, or voice interactions to their respective session IDs, especially when multiple recording segments exist per interaction.

    Currently, our logic relies on timestamps to associate recording segments to the session Id, but we've found this method is not always optimal or accurate. I wanted to ask if there are more effective strategies or best practices for achieving reliable mapping in these scenarios.

    Your insights and recommendations would be greatly appreciated.


    #PlatformAPI

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    Nser Katerji
    Senior Software Engineer
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  • 2.  RE: Guidance on Mapping Recording Segments to Session IDs

    Posted 19 days ago

    Hi Nser,

    This community discussion may be relevant to what you're describing:
    https://community.genesys.com/discussion/identifying-calls-and-connecting-segments

    The post explains that while the interaction shares a single Conversation ID, each participant can have its own unique session ID, and those sessions are then further broken down into segments.

    It also highlights that in more complex scenarios such as consults, transfers, or conferences, multiple call legs/sessions can exist within the same conversation. Because of that, relying only on timestamps to correlate recording segments may not always be accurate.

    The general structure discussed in the thread is:
    Conversation → Participant → Session → Segment

    Which may provide a more reliable approach for correlating recording segments to sessions compared to timestamp-only matching.

    I hope this helps, I'm sure someone might add a different approach.



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    Phaneendra
    Technical Solutions Consultant
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