Hello,

We are facing an issue with Genesys related to data retrieval, particularly concerning back-office data.

The Genesys API only allows querying based on conversationStart, which enables us to retrieve received calls and their related processing. This works for calls since they are handled on the same day.
(We do not operate 24/7, but the same issue would obviously apply to back-office processes.)

However, for back-office interactions, such as emails, processing can take place on any date and may involve exchanges spanning several days, weeks, or even months.
(Currently, we are one month behind for a client and are unable to reconstruct the processing displayed in the Genesys interface.)

The issue is clear: since the API only retrieves the arrival of an interaction, it does not return any processing performed at later dates.

As you can see in the screenshot:

• The Genesys interface shows 108 offered emails.
• Our base retrieval process (J-1) only provided 105 offered emails (focusing on the Arrival-Departure queue).

In Genesys, the Metrics table appears to be the main source for all interaction data, as it contains the complete history of a call, email, or any other interaction. This table includes an EmitDate field, which aligns perfectly with our data retrieval needs.

Do you know if there is an API that allows retrieving processed data based on the Metrics table?

We use Metrics as the basis because:

• It returns all processing actions for an interaction at the desired date.
• If other tables are linked to it, we can integrate or update the corresponding data (session/segment) without affecting the Conversation table (the reception date, conversationStart, remains unchanged).

However, if you have any other ideas, we would be happy to hear them!

Hi Rehab, 

I guess this depends on how you are querying the data.  The detail APIs look for interactions that started within the specified date range, but the Aggregate APIs looks for metrics within a time range.  There is a good explanation of this here: Data Perspective

I guess to help understand a bit better, what are you trying to achieve? Are you looking for metrics for a time period or to update the detail records?

Hello,

We are facing an issue with Genesys related to data retrieval, particularly concerning back-office data.

The Genesys API only allows querying based on conversationStart, which enables us to retrieve received calls and their related processing. This works for calls since they are handled on the same day.
(We do not operate 24/7, but the same issue would obviously apply to back-office processes.)

However, for back-office interactions, such as emails, processing can take place on any date and may involve exchanges spanning several days, weeks, or even months.
(Currently, we are one month behind for a client and are unable to reconstruct the processing displayed in the Genesys interface.)

The issue is clear: since the API only retrieves the arrival of an interaction, it does not return any processing performed at later dates.

As you can see in the screenshot:

• The Genesys interface shows 108 offered emails.
• Our base retrieval process (J-1) only provided 105 offered emails (focusing on the Arrival-Departure queue).

In Genesys, the Metrics table appears to be the main source for all interaction data, as it contains the complete history of a call, email, or any other interaction. This table includes an EmitDate field, which aligns perfectly with our data retrieval needs.

Do you know if there is an API that allows retrieving processed data based on the Metrics table?

We use Metrics as the basis because:

• It returns all processing actions for an interaction at the desired date.
• If other tables are linked to it, we can integrate or update the corresponding data (session/segment) without affecting the Conversation table (the reception date, conversationStart, remains unchanged).

However, if you have any other ideas, we would be happy to hear them!