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  • 1.  How could I know which agent made a transfer to a flow?

    Posted 11-02-2024 19:11
    No replies, thread closed.

    hi

    How could I know which agent made a transfer to a flow?

    For example, I have a call that is routed to an Agent 1 and that Agent 1 transfers the call to an Agent 2 and that Agent 2 transfers the call to a flow. I would need a way to kanow that the final agent that transferred the call to a flow was Agent 2.

    thank you very much

    regards


    #ArchitectureandDesign

    ------------------------------
    Ana Martin
    Consultant
    ------------------------------


  • 2.  RE: How could I know which agent made a transfer to a flow?
    Best Answer

    Posted 11-02-2024 23:28
    No replies, thread closed.

    Hi Ana,

    There are two ways I can think of: 

    Via Performance Views Interactions -> Detailed Interaction View. Select the Tab Timeline to get the details. 

    Via API /api/v2/analytics/conversations/{converasationId}/details ( https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-analytics-conversations--conversationId--details) 

    In the response from this API, look for the element "recentTransfers" (an array node). Then, look for the array element where the destination "address"  is the flow name (as in the screenshot below). The agent uuid can be found under "initiator." 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 3.  RE: How could I know which agent made a transfer to a flow?

    Posted 11-04-2024 04:49
    No replies, thread closed.
    673 / 5.000

    Resultados de traducción

    Resultado de traducción

    Hi
    Thank you so much for your reply. I was able to solve my problem with this example that you sent me. I put the API that I used /api/v2/conversations/calls/{conversationId}.
    By doing a Data Action with this content I have been able to obtain an array with the users who have initiated a transfer to some of these internal numbers 81063, 81064 or 81069:
    {
      "translationMap": {
        "userId": "$.recentTransfers[?(@.destination.address=='81063'|| @.destination.address=='81064'||@.destination.address=='81069')].initiator.userId"
      },
      "translationMapDefaults": {
        "userId": "\"\""
      },
      "successTemplate": "{\n \"userId\": ${userId}}"
    }
    Thank you so much!!!
    Regards


    ------------------------------
    Ana Martin
    Consultant
    ------------------------------

    Original Message


  • 4.  RE: How could I know which agent made a transfer to a flow?

    Posted 11-04-2024 18:45
    No replies, thread closed.

    Hi Ana,

    Glad to hear all worked well for you!!! 

    Cheers,

    Tatjana



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


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