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  • 1.  Is there an API to retrieve recording access

    Posted 07-16-2024 09:51

    I have a strange request and have not found anything in the API, but is there some way to report on the conversation Audit Trail to show when a recording is listened to and by whom?  Same for download audit.  


    #QualityManagement
    #Reporting/Analytics

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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
    ------------------------------


  • 2.  RE: Is there an API to retrieve recording access

    Posted 07-16-2024 16:38

    Hey Robert,

    According to this Resource Center article, the Audit Trail in the interaction should show that info. It should include the following info:

    • Recording: create, delete, download, read, update, restore request, restore complete, update retention, archive, export, abandon, apply protection, revoke protection

    As for an API, I was looking around the API Explorer and I did not see anything listed on the with regards to pulling the same information via API. It might be a good idea to reply on the Product Idea that they just delivered, asking for them to update the list in the API Explorer.



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    Jason Kleitz
    Genesys - Employees
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  • 3.  RE: Is there an API to retrieve recording access

    Posted 07-16-2024 16:56

    Yes it does show it, but no way to export that information.  I already have my 400 ideas in there.  I am letting customer submit.



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



  • 4.  RE: Is there an API to retrieve recording access

    Posted 07-17-2024 08:26

    It would be nice even if they didnt have an API but had the simple copy function like they do in the transcript area of the recording.  Which is easy to copy into a Word document. 



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    Tammy Fiedler
    Advocate Health
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  • 5.  RE: Is there an API to retrieve recording access

    Posted 07-17-2024 09:56

    Hi Robert,

    You should be able to get the API equivalent with https://developer.genesys.cloud/useragentman/quality/#post-api-v2-quality-conversations-audits-query, if that's what you are looking for.  But yes, you would want to submit an idea if you are looking for a UI-based way to export this information.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
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  • 6.  RE: Is there an API to retrieve recording access

    Posted 07-17-2024 10:24

    That link takes me to the Quality API's, but I don't see Useragentman there.  Can you confirm the link?



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



  • 7.  RE: Is there an API to retrieve recording access

    Posted 07-17-2024 11:20

    It is under Quality API.  I think the period at the end of the sentence screwed up the URL link.  But you are looking for the following endpoints in the page:

    • POST /api/v2/quality/conversations/audits/query
    • GET /api/v2/quality/conversations/audits/query/{transactionId}
    • GET /api/v2/quality/conversations/audits/query/{transactionId}/results


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    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------



  • 8.  RE: Is there an API to retrieve recording access

    Posted 07-17-2024 12:04

    Thanks Daniel.  Do you know if this will be brought into the Audit APIs and console?  

    Not the easiest way to audit your recordings.  

    I added this idea:  Add API to search conversations for | Genesys Cloud Ideas Portal (aha.io)



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



  • 9.  RE: Is there an API to retrieve recording access
    Best Answer

    Posted 07-17-2024 15:44

    The async audit API can actually retrieve recording audit events as well.  But the sync audit API doesn't because of scale, and neither does the audit viewer as a result.  So, if you need to generate a historical report of recording audits across interactions of many agents, the async audit API is probably the better way to do it.



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    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
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