Legacy Dev Forum Posts

varun_verma | 2020-09-22 08:31:31 UTC | #1

Hi,

I am using Genesys Conversation API to fetch all the conversations in an interval. After fetching the metadata we use Recordings API to fetch all call recording for that conversation using conversation ID.

In the Conversation DTO I am seeing the multiple agents are present for a single call. There are two problems that I am facing as of now:

1. We assign that conversation to a single Agent ? How to know which agent to assign to because multiple agents are present. In case of Consultations (Not transfer) or cases like transferring but the other agent didn't respond the same agent then handles the call, the other agent didn't play any role but still it's present in the DTO.

How can I handle that better for the above cases and cases when there's an actual transfer ?

2. The Recordings API is only giving me one recording for transfers as well. Ideally it should give multiple recordings even if all the calls belong to same conversation so we can assign those recordings to multiple agents.

Please let me know how can I handle the above two cases.

Thanks

james.ocull | 2020-09-24 16:33:01 UTC | #2

Hi @varun_verma,

1. In the cases where multiple agent participants are present, you can depend on the ordering, which will reflect the order in which they first appeared on the conversation. If an agent never connects, then there shouldn't be a connectedTime for them or their call - just a startTime when they were first seen on the conversation.
2. Multiple recordings are not currently supported, though this may change in the future.

Hope that helps :smile:

James

varun_verma | 2020-09-25 08:06:02 UTC | #3

Thanks for the info James. :)

system | 2020-10-26 08:06:08 UTC | #4

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