Hi Genesys Community,
Our solution programmatically ingests calls from Genesys Cloud CX based on specific skill ID's provided by the customer.
The "problem" is that they have overflow routing enabled and sometimes "random" agents (not in that skill) and from other departments handle calls from the assigned "skills" and we ingest these random agents' calls which we don't want.
Is there a performant way to use the Genesys APIs to differentiate these overflow calls (which we don't want to ingest) from calls being assigned to the agents with the assigned skills without making multiple API calls or would the better approach (if possible) be for the customer to add some metadata to the participant to identify it as overflow (I don't believe this is possible since the routing happens later in the Architect flow by Genesys routing logic). Any best practices here?
We use the following Genesys API end-points today:
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https://api.usw2.pure.cloud/api/v2/analytics/conversations/details/query
https://api.usw2.pure.cloud/api/v2/conversations/{conversationId}/recordings?mediaFormats=WAV
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Thanks!
#PlatformAPI------------------------------
Alan Klein
SA
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