wchavez | 2019-11-13 22:02:04 UTC | #1
Good afternoon Forum:
I appreciate your help with this questions, based on the PureCloud Conversations model of this reference: https://developer.mypurecloud.com/api/rest/v2/conversations/overview.html
What is the purpose, meaninig and role of the sessions and how they interact with the entities presented in that conversation model? What is the purpose, meaninig and role of the segments and how they interact with the entities presented in that conversation model? What is the purpose, meaninig and role of the media channels and how they interact with the entities presented in that conversation model? A conversation could have multiple media channels but every MediaChannel is a conversation? How it works? In the conceptual model, how the wrapupcodes play they role? Can a conversation have multiple wrapupcodes in what cases and when we can retreive every of these wrapupcodes of a single conversation torought the API? When we transfer a call, the conversation maintains two different pairs of participant IDs, this happens due to and because of every represents a segment or session of the initial conversation? Or a transfer represents a new conversation in that model?
Thanks for all.
tim.smith | 2019-11-14 20:51:45 UTC | #2
I'm going to assume you're referring to the Analytics API conversation model, not the Conversations API conversation model. They present (nearly) the same conversation data, but are structured slightly differently. I'm making this assumption based on the fact that you're asking about sessions and that terminology is only present in the analytics model.
- sessions - a session represents a media object for a participant. Functionally, this is a call, chat, callback, etc.
- segments - a segment is a part of a session. Each media type will have slightly different segments because each media type is different. For example, it wouldn't make sense to have a
dialing segment for an email, but it does make sense for voice. - media channel - a conversation can contain multiple participants, and each participant can have multiple sessions (what you're referring to as "media channels").
- Wrap up codes - each segment can have exactly zero or one wrap up code
- participants - a participant represents an entity interacting with the conversation. If the same user/queue/etc. interacts with a conversation on multiple separate occasions, there will be a new participant for each unique interaction with the conversation.
wchavez | 2019-11-15 22:45:14 UTC | #3
Thank you Tim. I really appreciate your help.
I understood that a segment is like a set of states of every media object that was icluded in a conversation. But, i am not sure of the folowing use case: A customer not only stablishes a chat session with a PureCloud agent but also sharing the screen or doing a cobrowse session. These other media objects represent two sessions of that conversation or represent additional two different conversations or both?
So, if a conversation has multiple participants, every media channel is represented by a different session in that conversation, every session has multiple segments and every segment has zero or one wrapupcode. That is right? A related question here is: when an agent transfer a call to another PureCloud user, it represents a segment or a new session with multiple segments and, in consequence, multiple wrapupcodes?
The participant concept was quite clear.
tim.smith | 2019-11-19 18:41:38 UTC | #4
wchavez, post:3, topic:6482
A customer not only stablishes a chat session with a PureCloud agent but also sharing the screen or doing a cobrowse session. These other media objects represent two sessions of that conversation or represent additional two different conversations or both?
It depends on how things are initiated. The best approach to answering this question is to perform the scenario in question and then inspect the conversation data for that conversation.
wchavez, post:3, topic:6482
every session has multiple segments and every segment has zero or one wrapupcode
Every session has at least one segment. The number and contents of the segments depends on many different things, including the media type and what actions were taken by/on that participant.
wchavez, post:3, topic:6482
A related question here is: when an agent transfer a call to another PureCloud user, it represents a segment or a new session with multiple segments and, in consequence, multiple wrapupcodes?
Yes. :) The answer is basically the same as the first question. Test out the different scenarios and inspect the resulting conversation data. The specific way the data is organized depends on the specific way the transfer was executed.
system | 2019-12-20 18:41:39 UTC | #5
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