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  • 1.  Interaction Cleared by Customer - API Reporting

    Posted 08-18-2023 10:39
    No replies, thread closed.

    Greetings,

    Our current setup for Messages allows a customer to end the interaction. Within the Performance > Workspace > Interactions view there is an item for "Cleared by Customer". I am looking for any documentation on how to expose this metric within the API for populating our database. Any feedback on this item is greatly appreciated.

    Interactions view - Genesys Cloud Resource Center (mypurecloud.com)

    Thank you,

    John


    #Reporting/Analytics

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    John Ohlund
    Newfold Digital
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  • 2.  RE: Interaction Cleared by Customer - API Reporting

    Posted 08-20-2023 23:25
    No replies, thread closed.

    Wow, really stumped by this one.  Please help here you other gurus.  

    According to this, Queues Interactions Detail view - Genesys Cloud Resource Center (mypurecloud.com), that message indicates that the conversation was cleared by customer - simple enough, but if you search for columns or filters, there is nothing there.  @Rakesh Tailor, you have any idea about this?  I searched up and down resource center and developer site.  I don't even see it in the response schema for get messages.  

    Cleared by Customer Indicates whether or not the conversation was cleared by the customer.


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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Interaction Cleared by Customer - API Reporting

    Posted 08-21-2023 08:55
    No replies, thread closed.

    Are you enrolled in this beta?  https://community.genesys.com/discussion/web-messaging-end-user-can-clear-the-conversation#bm79193c15-eaf8-49b1-bfc7-0189d6eec82b  That metric is specifically added with this beta release.  If you aren't enrolled, you won't have that column or data point yet.



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 4.  RE: Interaction Cleared by Customer - API Reporting

    Posted 08-21-2023 10:48
    No replies, thread closed.

    Quick follow up, I see this may be available in Web messaging Guest API (genesys.cloud). Any feedback on other APIs that may have this in the future? i.e. Analytics aggregate or detail queries?



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    John Ohlund
    Newfold Digital
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  • 5.  RE: Interaction Cleared by Customer - API Reporting

    Posted 08-22-2023 09:03
    No replies, thread closed.

    Yes that feature does have tracking in analytics.  Detail records can be queried on the "cleared" dimension which indicates the chat was cleared by the customer.  https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-data-model#overview



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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    Original Message


  • 6.  RE: Interaction Cleared by Customer - API Reporting

    Posted 08-22-2023 13:54
    No replies, thread closed.

    Thank you for the information!



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    John Ohlund
    Newfold Digital
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    Original Message


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