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Mapping fields from the Analytics API

  • 1.  Mapping fields from the Analytics API

    Posted 06-05-2025 19:08

    Alexios | 2024-04-30 15:47:51 UTC | #1

    I use the Performance > Workspace > Interactions view with a lot of columns. Instead of CSV exports, I'm trying to get the data using the Analytics API. But I can't get figure out how fields from the API response are mapped to the view columns.

    I have problems with given columns:

    • First Queue
    • Predictive Agents Proposed
    • Predictive Agent Selected
    • Disconnect Type
    • Transfers
    • Emails Sent
    • Users
    • Users - Alerted
    • Users - Interacted
    • Users - Not Responding

    E.g. for the Users column, I understand that I need query also the Users endpoint, but about the rest?

    Eos_Rios | 2024-04-30 16:13:54 UTC | #2

    You’re going to need to iterate quite a bit because depending on the complexity of your business you may have multiple “rows” of data in a given conversation trying to mine it this way.

    First Queue

      • Literally, it’s the first queue from the first ACD purpose.
      • Conversation Root -> Participants -> Sessions -> Segments -> QueueId

    Predictive Agents Proposed

      • Conversation Root -> Participants -> Sessons -> proposedAgents
        • Iterate through it to get it however you want, it’s a list

    Predictive Agent Selected

      • Conversation Root -> Participants -> Sessions
        • selectedAgentId
        • selectedAgentRank

    Disconnect Type

      • Every segment has a disconnect type, pick the one you care about.
        • Customer?
        • Last agent?
        • Whatever

    Transfers

      • Probably a few ways of doing this one, but most obvious is
        • Conversation Root -> Participants -> Sessions -> Metrics
          • Count of all nTransferred

    Emails Sent

      • No idea on this one.

    Users

      • All participants with a Purpose of user or agent

    Users – Alerted

      • Conversation Root -> Participants -> Sessions -> Metrics
        • Count of all tAlert

    Users – Interacted

      • Conversation Root -> Participants -> Sessions -> Metrics
        • Count of all tHandle

    Users - Not Responding

      • Conversation Root -> Participants -> Sessions -> Metrics
        • Count of all tNotResponding

    Refer to the schema of a 200 of

    https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-analytics-conversations-details

    and https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

    system | 2024-05-30 16:13:58 UTC | #3

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 26004



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