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New analytics activity API

  • 1.  New analytics activity API

    Top 25 Contributor
    Posted 05-13-2024 22:24

    So last weeks release had new analytics activity APIs.

    I only see these in preview API explorer, are these in production or not?

    Also has anyone found a use for these? Documentation is lacking, I did ask on the original idea page for this ages ago but never got a response. What is the use case for these? What would I use them for that I can't get from existing APIs? I get a UI is coming later, but still want to know what I can do with these APIs today, without having to go and play around with the API and figuring it out myself.


    #ArchitectureandDesign
    #Roadmap/NewFeatures

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    Anton Vroon
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  • 2.  RE: New analytics activity API

    Posted 05-19-2024 18:16

    I have tried using this, but keep getting errors on the filters.  @Jim Crespino, could you or someone over there could explain use and features of this API?



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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
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  • 3.  RE: New analytics activity API

    Posted 05-20-2024 02:59

    Same here getting errors even when copying the examples and changing the filter entries. My assumption was that it had been pulled as not in API Explorer except in Preview.



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    Richard Chandler
    Connect
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  • 4.  RE: New analytics activity API

    GENESYS
    Posted 05-20-2024 08:59

    Hello!  The APIs are released for production use.  The API documentation will be updated, but it's currently bundled up with a larger code change that's working its way through approvals and staged deployments.  They are available in the preview area https://developer.genesys.cloud/platform/preview-apis

    Primary benefits of the new endpoints:

    • Individualized endpoints for queue based observations and user based observations

    • Paging support for grabbing conversation details in lieu of a truncated response.

    • Filter by any dimension that is supported. e.g. filter routing activity for only users on queue or filter based on routing method

    • New work team activity endpoint for dynamic observation monitoring for members of a Work Team



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 5.  RE: New analytics activity API

    Posted 05-20-2024 09:27

    Thanks Ryan,

    We are probably getting towards the dev forum now.

    I've completed some more testing and have valid outputs. I did find that filters were required but not explicitly stated in the documentation for example 

    POST /api/v2/analytics/conversations/activity/query requires the queueId predicate but the error message only indicates this once you add an alternate such as MediaType.
    In my case I was hoping to get a quick snapshot of all non-voice conversations in progress at the end of the day.


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    Richard Chandler
    Connect
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  • 6.  RE: New analytics activity API

    GENESYS
    Posted 05-20-2024 09:45

    Yes we do still require the context of the queueID to pull realtime activity.  The new activity endpoints work off the same backend as the current observation endpoints with some key differences I listed in API functionality.

    We do have higher level filtering in the works that we're really excited about.  I'm tracking that effort here:  https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1642  We're in the R&D phase right now gathering together an architecture plan and a delivery date.  The end goal will be more dynamic and expansive filtering for agent activity, specifically targeted at active conversations for our first phase.



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 7.  RE: New analytics activity API

    Posted 05-20-2024 10:31

    Ryan,

    Many of us have tried these and even the smartest of us can't get them to work.  I did ask Jim C on the developer side to look at this and provide examples.  If Genesys continues to release APIs as Features, then they better treat them like feature in documentation.  Too many times we have been on snipe hunts for a "feature" only to find it is a poorly documented API.  I think one thing that would help would be a "sample" button that would load a workable payload that could be customized by users.  So many times I have to run test after test to tweak the payload so the API accepts it.  



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



  • 8.  RE: New analytics activity API

    GENESYS
    Posted 05-20-2024 13:28

    Totally understand Robert, we could have been a lot more forthcoming with examples of API usage.  We do have a page that walks through details around using these new endpoints.  https://developer.genesys.cloud/analyticsdatamanagement/analytics/observation/activity-query  This does specifically note more detailed caveats such as noting that a routing query requires a queueId.  It also shows samples queries.

    Timing the API docs to line up with feature releases can be tricky because the API docs in many cases are automatically populating based on the source code.  It's a great benefit to make sure the names of the dimensions, operators, syntax, etc come straight from the code, but it requires deployments that go through change control to get those timed right on release day.  We'll continue to evaluate those processes to get those timings lined up so links within the release notes can lead you straight to the dev docs for API only releases.



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 9.  RE: New analytics activity API

    Posted 05-20-2024 13:45

    Don't you think that if that resource was available that it would have been useful to include in the release note or in the API itself?  If it wasn't, couldnt this release wait a week?  We have this assumption at Genesys that APIs are features and require no explanation.  Take it from an expert user, that is not reality.



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



  • 10.  RE: New analytics activity API

    GENESYS
    Posted 05-20-2024 15:26

    It would just create a new problem.  We could hold back a release for the purposes of waiting for the dev center documentation changes to merge, but the exact timing of code merges aren't predictable down to the day of release.  You'd end up with a more likely situation of the API documentation showing a feature available which doesn't work because the actual API itself hasn't been officially released.  It'd be quite difficult to give you a heads up on when a feature will be available. 

    For this reason, we opt'd to queue the changes for the documentation when we knew the API was approved for production release which delayed the dev docs by a couple weeks.

    Ultimately dev center documentation needs to be able to be made visible by a dynamic property.  This is what I hinted at when when I said, "We'll continue to evaluate those processes to get those timings lined up so links within the release notes can lead you straight to the dev docs for API only releases."  We need to implement the systems to allow it to be dynamic.



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 11.  RE: New analytics activity API

    Top 25 Contributor
    Posted 05-20-2024 17:18

    Thanks Ryan.

    Why is it in preview though and not in the main API explorer if it has been fully released?

    I also don't think Genesys should release an API feature with absolutely nothing in the release notes, not even mentioning that it is only in preview, or a link to the Api explorer, or links to documentation, or an updated feature release note with the documentation link, or a post on the community forum when the documentation is available or anything really to make it easy for us the customer to understand the new feature and how to use it. We shouldn't have to go hunting and figure it out for ourselves or magically know when the documentation is available and know exactly where to look for it.  

    The idea of a sample code button on the API explorer that Robert mentioned sounds amazing, Genesys should 100% implement this, using a new endpoint for the first time can be such a struggle, especially when you don't know if there even is documentation on it and have to go hunting for it.

    Speaking of having a link in the API explorer for the endpoint to documentation, blueprints etc, when they are available would also be extremely helpful.  



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    Anton Vroon
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  • 12.  RE: New analytics activity API

    Posted 05-20-2024 18:16

    Should have done this when I suggested it to Ryan:  Provide a Sample button in API Explorer | 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
    ------------------------------



  • 13.  RE: New analytics activity API

    Posted 05-21-2024 09:48