Genesys Cloud - Main

Hello, I was unable to locate any related topics so starting up a thread.

+ Background: my company uses the Genesys Cloud API to extract interactions, metrics, sentiment scores, etc. and load the records into our Oracle database.

+ Problem statement: we are missing some interaction sentiment scores after the first pull from the API. Our database team is trying to reprocess any missing scores; however, we are finding it difficult to determine which interaction scores are missing. I believe this could be related to our message (chat) interactions and the timeout - i.e. 24-hour threading timeout or 72 hours if customer is still in our bot flow. We are trying to compare what is already recorded and locate any missing records.

** Inquiry:

1. I am looking to clarity when the sentiment scores become available in the API. Is it right after the conversation ends? Is there a delay before sentiment scores are available in the API?
2. Within the API, date ranges seem to be related to the created date of a conversation. How do we look back and ensure we are recording interactions that span multiple days?
3. Any API source to use for determining which conversations IDs should have a sentiment score? Perhaps this is more of a date range look up with messages lasting up to 72 hours in our bot flow?

#Reporting/Analytics

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John Ohlund
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Hello John,

I don't believe there should be any delay. I believe that if there is a transcription available, then the sentiment analysis should also be available.

You may want to take a look at the /api/v2/conversations/{conversationId}/recordings and /api/v2/speechandtextanalytics/sentimentfeedback endpoints in our Developer Center. Unfortunately, I don't believe there is anything to help narrow down the time frame though.

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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 12-20-2024 10:50
From: John Ohlund
Subject: Sentiment Scores - Pulling from API & Availability

Hello, I was unable to locate any related topics so starting up a thread.

+ Background: my company uses the Genesys Cloud API to extract interactions, metrics, sentiment scores, etc. and load the records into our Oracle database.

+ Problem statement: we are missing some interaction sentiment scores after the first pull from the API. Our database team is trying to reprocess any missing scores; however, we are finding it difficult to determine which interaction scores are missing. I believe this could be related to our message (chat) interactions and the timeout - i.e. 24-hour threading timeout or 72 hours if customer is still in our bot flow. We are trying to compare what is already recorded and locate any missing records.

** Inquiry:

1. I am looking to clarity when the sentiment scores become available in the API. Is it right after the conversation ends? Is there a delay before sentiment scores are available in the API?
2. Within the API, date ranges seem to be related to the created date of a conversation. How do we look back and ensure we are recording interactions that span multiple days?
3. Any API source to use for determining which conversations IDs should have a sentiment score? Perhaps this is more of a date range look up with messages lasting up to 72 hours in our bot flow?

#Reporting/Analytics

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John Ohlund
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