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  • 1.  Search for a Call Recording based on a Custom Attribute

    Posted 02-28-2020 06:51
    No replies, thread closed.
    Hi,

    Can anyone advise if the possible scenario is possible:
    - Assign a custom / participant attribute to a call recording - say via a script.
    - Then ability to search for the call recording based on that custom attribute
    - Export the recording.

    Where can I assign a custom attribute to a call recording? Can I do this via a script variable or otherwise?
    Can I search for that call recording based on the custom attribute after using the Interaction Performance View or otherwise? Via API perhaps?

    Thanks & Regards,


    #QualityManagement
    #Unsure/Other

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    Marian OConnell
    Wren Data Ltd.
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  • 2.  RE: Search for a Call Recording based on a Custom Attribute

    Posted 03-02-2020 03:33
    No replies, thread closed.
    We can get some of the way there. A technical note however, Genesys Cloud stores attributes against a conversation/interaction and the recording is linked to the conversation. It's a bit different, and generally better in this respect, to traditional separate recording platforms that store some of the metadata with the recording separate to the core data.

    In a script add an Input Box set to store the data as a variable. Ensure the variable chosen is set for Output. This will add an attribute to the agent section of the interaction data. It will not be at the top with the IVR attributes if looking at the json output.

    Unfortunately you cannot search for this data in the Genesys Cloud UI. You can however export interactions from the previous day including custom attributes and then search via Excel or similar to get the Interaction ID and then in Genesys Cloud go to the ID and export the recording.. I'd suggest reviewing existing ideas on being able to search custom attributes in Interactions or creating your own idea then posting the link in this thread.

    Similar idea below
    https://purecloud.ideas.aha.io/ideas/CLPLA-I-776

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    Richard Chandler
    G3 Comms Ltd
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    Original Message


  • 3.  RE: Search for a Call Recording based on a Custom Attribute

    Posted 03-02-2020 11:43
    No replies, thread closed.
    Marian,

    To add to Richard's response...

    Currently the Genesys Cloud UI isn't aware of custom participant attributes, so you'll have to use the API to perform a query to find the conversations you want and then export those recordings.

    First let's talk about searching for conversations that contain your participant data.  Typically one would use the Analytics API to query for a list of conversations, however that API is not aware of custom participant attributes either.  Recently Genesys Cloud added the Analytics Jobs API that is aware of custom participant attributes (https://developer.mypurecloud.com/api/rest/v2/analytics/conversation_details_job.html).  The distinction between the two is that the regular Analytics API operates against a real-time datastore that is only indexed against known conversation fields, the Analytics Jobs API operates against a secondary datastore that is populated by an ETL job that runs nightly that is indexed against all conversation fields.  

    Once you have the conversations IDs from your query looking for those custom participant attributes you can then use the Recordings API to export those recordings.  Here is a sample tutorial to show you how you might go about retrieving those recordings: https://developer.mypurecloud.com/api/tutorials/recordings-downloader/?language=nodejs&step=1

    Hope that helps.


    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------

    Original Message


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