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  • 1.  Report on interaction recorded and records listen by supervisors

    Posted 05-15-2024 06:57
    No replies, thread closed.

    Hello,

    We are looking for information on the recordings.

    We would like a report indicating how many interactions have been recorded and how many have been listened to by a supervisor or quality analyst.

    We have not found any similar report and we have not found a way to create such a report with the API.

    Does anybody have a idea on this issue ?


    #Reporting/Analytics

    ------------------------------
    Lionel Florence
    Helpline SAS
    ------------------------------


  • 2.  RE: Report on interaction recorded and records listen by supervisors
    Best Answer

    Posted 05-17-2024 12:20
    No replies, thread closed.

    Hi Lionel,

    To get the number of calls recorded, you can use the conversation details endpoint https://api.mypurecloud.de/api/v2/analytics/conversations/details/query, with the required segment filters in the request body.

    To get the list of people who viewed a particular recording, you can use the Audit APIs offered under quality management. You can also view this in the UI under the 'Audit Trail' tab in Interaction Detail view of individual conversations.

    Thanks and Regards,



    ------------------------------
    Sriram L
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