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Hello,

I need to reverse engineer the media type displayed for a conversation in Genesys Cloud's Interactions Performance View. I have conversations details API data in a SQL database with media type data at the session-level, but I need to know how to replicate the media type assigned at the conversation-level in the Interactions view. What is the logic behind this that I could possibly replicate with SQL code?

Thanks,

Bill

Bump

Hi William,

I'm not sure I understand what your question is.

As you mentioned yourself, the mediaType attribute in the session-level should tell you what the media type was. And that should be the media type for the conversation.

I believe in most cases a conversation only has one media type (it's either a call, a message, an email, etc..).

The only exception I can think of would be callback cases, since the "voice" mediaType will change to "callback" if a callback is requested for the voice conversation. But if that's the case you should see at least one session-level mediaType as "callback", and then you can show that at the Conversation level.

Is your use case any different from what I described?