Sean_Lindsay1 | 2024-01-02 12:49:51 UTC | #1
Hello, I was hoping someone could assist with some information around the knowledge API mainly around the unanswered vs Answered queires found in the optimizer.
We are looking to export information from Genesys Cloud CX into our reporting tool to provide addiotnal reporting Genesys does not have at this point.
The issue we are focusing on / having is the ability to get those phrases with a time stamp which doesnt seem to exists at this point.
Currently the optimizer in the knowledge base brings back the search query and view count for say answered/unanswered queries. There is also an interval property but that would be the interval for the date we select in the date picker.
Since we do not have the ability to pass a date interval, is there a way/endpoint to get search keyword information (like the dates when the search for such keyword was made) and generating a response?
How does Genesys look up the data and bring back the information below? I'm sure that they look it up against some kind of storage, which should have dates, and generate the result.
The interval in the screenshot is the dates selected in optimizer, not the dates for when the search was conducted. We need to know the later.
Sean_Lindsay1 | 2024-01-04 09:57:59 UTC | #2
Just to add to this the APIs we are using as follows but the issue here is they are Preview APIs (Beta) and could be unstable so hoping to get some more information on a stable solution we can provide.
Api Used = PreviewAPI (BETA) Endpoint Used = https://api.mypurecloud.ie/api/v2/analytics/knowledge/aggregates/query
(*)Answered Queries
{"interval":"2023-11-28T00:00:00/2023-12-08T23:59:59","groupBy":["appType"],"filter":{"type":"and","clauses":[{"type":"or","predicates":[{"type":"dimension","dimension":"knowledgeBaseId","operator":"matches","value":"5be3985c-c209-422c-afb1-c8b25186e221"}]},{"type":"or","predicates":[{"type":"dimension","dimension":"queryType","operator":"matches","value":"Unknown"},{"type":"dimension","dimension":"queryType","operator":"matches","value":"Article"},{"type":"dimension","dimension":"queryType","operator":"matches","value":"Category"},{"type":"dimension","dimension":"queryType","operator":"matches","value":"ManualSearch"},{"type":"dimension","dimension":"queryType","operator":"matches","value":"Recommendation"},{"type":"dimension","dimension":"queryType","operator":"matches","value":"Suggestion"},{"type":"dimension","dimension":"queryType","operator":"notExists"}]}]},"metrics":["nKnowledgeSearchAnswered"],"flattenMultivaluedDimensions":true}
{ "results": [ { "group": { "appType": "BotFlow" }, "data": [ { "interval": "2023-11-28T00:00:00.000Z/2023-12-08T23:59:59.000Z", "metrics": [ { "metric": "nKnowledgeSearchAnswered", "stats": { "count": 6 } } ] } ] }, { "group": { "appType": "SmartAdvisor" }, "data": [ { "interval": "2023-11-28T00:00:00.000Z/2023-12-08T23:59:59.000Z", "metrics": [ { "metric": "nKnowledgeSearchAnswered", "stats": { "count": 1 } } ] } ] }, { "group": { "appType": "SupportCenter" }, "data": [ { "interval": "2023-11-28T00:00:00.000Z/2023-12-08T23:59:59.000Z", "metrics": [ { "metric": "nKnowledgeSearchAnswered", "stats": { "count": 3 } } ] } ] } ] }
Do we know if Genesys as any new stabe endpoints coming anytime soon?
system | 2024-02-03 09:58:51 UTC | #3
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