Hi everyone,
I wanted to share a utility I recently built while working on contact center analytics and Architect-driven workflows, specifically around extracting participant data set within flows.
The Problem:
In many real-world implementations, we rely heavily on Set Participant Data in Architect to store:
- CRM context (e.g., Salesforce URL pop / IDs)
- Routing decisions and metadata
- Authentication context
- Bot / IVR interaction signals
However, analyzing this data for a specific queue over time is not straightforward:
- Standard reports don't expose participant attributes cleanly
- Conversation structure (participants → sessions → segments) makes extraction tricky
- Transfers and multiple queue segments create duplication challenges
- Async analytics APIs require orchestration
Solution:
I created an interactive Python tool that leverages the Analytics Conversation Detail Jobs API to extract participant data in a structured and usable way.
What the Tool Does:
- Filters conversations by Queue ID
- Extracts a specific Participant Data attribute
- Supports auto-discovery of attribute names
- Handles async job creation and polling
- Flattens complex conversation structures
- Exports results into an Excel workbook
Key Features:
- Interactive CLI
- Queue validation (displays queue name)
- Attribute discovery
- Handles multi-segment conversations
- Deduplicated and detailed outputs
- Region-aware
Output:
The Excel file contains:
- Results_Unique: One row per conversation ID + attribute value
- Results_Detailed: Full breakdown (participants, sessions, segments)
- Metadata: Query and job details
Permissions Required:
- Analytics > Conversation Detail > View
- Analytics > Data Export > All
- Reporting > CustomParticipantAttributes > View
GitHub:
Repository Link
Use Cases:
- Debugging Architect flows
- Extracting CRM context
- Auditing routing decisions
- IVR/Bot analytics
- Building analytics datasets
Would love feedback:
- Any improvements?
- Other approaches?
- Interest in UI version?
Thanks!
#Reporting/Analytics------------------------------
Vipin Kalra
Lead Engineer
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