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Hi everyone,

We are mapping Genesys Cloud Conversation Detail data into our enterprise reporting model and are using Conversation Detail Query / Jobs.

We need some guidance on whether the items below are available directly from APIs or need to be derived from participant, session, segment, metric, and evaluation data.

1. Customer Talk / Hold / Handle
Can we get customer-facing talk, hold, and handle directly from the API, or should these be derived from the agent participant/session metrics and then filtered using customer presence logic?

Also, what fields are best to confirm that the agent time is actually customer-facing and not consult, transfer, conference, or internal-only time?

2. Consult / Transfer / Conference Metrics
Can we get separate talk, hold, and wrap metrics for consult, transfer, and conference directly from Conversation Detail?

If not, is the recommended approach to derive them using fields such as tTalk, tHeldComplete, tAcw, segmentType, conference, conferenceStart, nConsult, nConsultTransferred, nBlindTransferred, and nTransferred?

3. Overlap Duration / Overlap Count
Can we get overlap duration or overlap count directly from the API?

If not, is comparing segmentStart and segmentEnd across participants/sessions within the same conversationId the right approach? 

4. Customer Presence Logic
Can we get a reliable field that identifies when an agent session is customer-facing?

If not, should customer presence be derived using purpose = customer, purpose = agent, shared conversationId, mediaType, peerId, and overlapping connected/interact segments?

Any recommended derivation logic, API reference, or sample Conversation Detail response would be very helpful.

Thanks!