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  • 1.  Participant Data Updated During ACW Not Reflected in Exported Reports

    Posted 7 days ago
    Hi Team,

    Could you please confirm whether participant data attributes updated through a Script/Data Action during ACW after the interaction disconnects are supported for analytics export reporting? We can see the updated attribute immediately in Interaction Details, but the attribute value is not present in the exported Interaction view (Include Custom Attributes enabled) even after overnight processing. Is this a documented limitation of the analytics pipeline or expected behavior?

    #DataActions
    #Scripts
    #Uncategorized

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    Rizvi Zeeshan
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  • 2.  RE: Participant Data Updated During ACW Not Reflected in Exported Reports

    Posted 7 days ago

    Good Day Rizvi

    I had a look on the resource center and from the documentation it seems that what you are experience is correct.

    Participant data consists of string-based custom attributes (key-value pairs) used to persist temporary or flow-specific information in the conversation record. Unlike flow variables in Architect, which are not stored after a flow ends, participant data remains available within the conversation record. Because it is stored as a semi-structured text blob, it is best suited for a cross-flow logic and runtime decisions, rather than for analytics or reporting.

    For data related to conversation context or customer information, use custom attribute schemas within the Conversation or Customer Profile objects to enable better search, filtering, and analysis.


    https://help.genesys.cloud/articles/participant-data-overview/
    https://help.genesys.cloud/articles/set-participant-data-action/

    I also found this idea on the Aha Ideas portal, would recommend voting on it as well - https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2882

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
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  • 3.  RE: Participant Data Updated During ACW Not Reflected in Exported Reports

    Posted 6 days ago

    Hi @Stephan Taljaard,

    Thank you for the confirmation !


    Could you please suggest if there is any way to update the participant data for reporting purposes after the connection has been disconnected, meaning after the interaction has ended and the agent is in ACW status?

    I would appreciate any guidance or recommended approach to ensure that the participant data is reflected correctly in reporting.

    Thank you !



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    Rizvi Zeeshan
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    Original Message


  • 4.  RE: Participant Data Updated During ACW Not Reflected in Exported Reports

    Posted 6 days ago

    Hi Rizvi

    Good question.....to be transparent, there isn't currently a native way to get an ACW-time (post-disconnect) participant data update into the Analytics export. This isn't just a delay/timing issue - Genesys Cloud analytics stops ingesting attribute changes once the conversation is complete, so no amount of waiting will surface it in the Interactions export.

    A few practical options depending on your use case:

    1. If the value is knowable before disconnect, even a moment earlier, set it in-flow or in-queue rather than in ACW so it lands in Analytics normally.
    2. If it can only be known during or after ACW, the value is still written to Conversation Services and can be retrieved via the Conversations API (e.g. GET /api/v2/conversations/{conversationId}) after ACW completes. A common pattern is to build a small integration/report that pulls the standard Analytics export and enriches it with that API call for the post-call attribute, rather than relying on the export alone.
    3.  If what you're trying to capture can be modeled as a Wrap-up code instead of a free-form attribute, wrap-up codes selected during ACW ARE captured by Analytics, so that could be a fully supported path if it fits your use case.
    4. I'd also recommend voting on the Aha idea I linked earlier, and if this is business-critical, raising a case with Genesys Care so you get an official confirmation/roadmap answer on record.

    Hope that helps point you in the right direction.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 5.  RE: Participant Data Updated During ACW Not Reflected in Exported Reports

    Posted 6 days ago

    Hi Stephan Taljaard - 

    Thanks for the suggestion!
    It seems that the second approach would be feasible for exporting the participant data updated during the ACW status.

    Thanks for your all support !


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    Rizvi Zeeshan
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    Original Message


  • 6.  RE: Participant Data Updated During ACW Not Reflected in Exported Reports

    Posted 6 days ago

    Just to echo what Stephan said, here is what Genesys Support said to me when I opened a similar case:

    > 

    This would be expected based on our system architecture. With Analytics Service data, and therefore analytics data based endpoints, like the /analytics/conversations/details/jobs, once the conversation is completed, analytics service data cannot be reopened to parse in new data added. In this case, that would be the participant data you are adding in post conversation.

    We do note this behaviour in our Resource Center, which I have linked here, see;

    https://help.genesys.cloud/articles/set-participant-data-action/ > Notes

    • Genesys Cloud does not save attributes analytics after the conversation completes. If the conversation and segments are complete, analytics cannot reopen the conversation to save the changes. For example: 
      1. The customer disconnects and the agent reaches the wrap-up state. The agent script, triggered by the output variable in the script, includes more participant data, synchronized in Conversation Services, but not Analytics Services.
      2. The agent completes the wrap-up and the interaction view closes for that agent. Over API, another participant data for that interaction and that agent participant is set and synchronized in Conversation Services, but not Analytics Services.


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    James
    Telecoms Specialist
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  • 7.  RE: Participant Data Updated During ACW Not Reflected in Exported Reports

    Posted 5 days ago

    Hi Rizvi,

    I just wanted to add something here, aside from what everyone else has already said.

    Have you tried using the "Set Post-Flow" action to send the call to another call flow after the conversation between the agent and customer is done? (Set Post-Flow action - Genesys Cloud Resource Center)

    I believe setting this up would stop the conversation from being instantly disconnected after the customer hangs up, so the agent can have some time to finish whatever they need to do during ACW.

    For example, let's assume they have a mandatory ACW time of 20 seconds. You can set a "Post Call Flow" with an inbound flow that simply play a blank audio (silence) for 20 seconds. Which would be just enough time for the agent to finish thei wrap-up.

    Not sure if it helps with your scenario, but you can take this into consideration.



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    Marcello
    Senior PS Consultant
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  • 8.  RE: Participant Data Updated During ACW Not Reflected in Exported Reports

    Posted 5 days ago
    Edited by Rizvi Zeeshan Haider 5 days ago

    Hi @Marcello Jabur,

    Thanks for your suggestion!


    Our use case is to capture and store a secondary wrap-up code in Genesys Cloud participant data. To achieve this, we use a Data Action from a Genesys Script, where the agent selects a secondary wrap-up code from a dropdown list and clicks Submit. The Data Action then updates the secondary wrap-up code in the interaction's participant data.

    Our DEX team uses Genesys APIs to retrieve this secondary wrap-up code from the interaction records. This requirement applies to inbound, callback, and manual outbound interactions.

    The challenge we are facing is that agents often submit the secondary wrap-up code after the interaction has been disconnected, while they are in the ACW (After Call Work) state. In this scenario, the participant data is successfully updated and visible on the Interaction Details page in the Genesys UI. However, the updated value is not available for analytics reporting through Custom Conversation Attributes, which prevents us from reporting on it.

    As a result, we need to find a solution that allows our DEX team to retrieve the participant data directly from the interaction record/UI data source rather than from Analytics, for all interaction types mentioned above.

    The approach you suggested may work for inbound and callback interactions because an Architect flow can be invoked in those scenarios. However, it will not work for manual outbound calls, as Architect flows are not involved in that interaction type.


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    Rizvi Zeeshan
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    Original Message


  • 9.  RE: Participant Data Updated During ACW Not Reflected in Exported Reports

    Posted 5 days ago

    @Rizvi Zeeshan Haider,

    have you tried using Trigger to invoke a workflow and run your logic within the workflow?
    I have a use case before where I needed to have a sub-wrap up for our calls and I used trigger + workflow to update the wrap-up code. although it's not similar to updating the participant attributes but very same use case. in workflow there is also a Set conversation data action that can be use.



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    Ernest
    Voice Network Engineer
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    Original Message


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