Darren_West | 2020-04-08 12:55:33 UTC | #1
Hi,
I have observed a few issues with the endpoint api/v2/analytics/conversations/{conversationId}/details
- I have noticed that if you query the endpoint periodically it gives different conversation end times.
For example: We had a call that had ended but one of the agent participants had not wrapped up, when we first query for this conversation it has an end date for when the conversation ended but is not wrapped up.
We later query for this conversation again (after the agent has wrapped up) but the end datetime is now changed to the time the agent wraps up.
- I have also observed that this endpoint ignores the time part of the interval and returns you the entire day of the interval whatever you set the time.
Thanks, Darren
tim.smith | 2020-04-08 16:07:30 UTC | #2
Darren_West, post:1, topic:7509
- I have noticed that if you query the endpoint periodically it gives different conversation end times.
For example: We had a call that had ended but one of the agent participants had not wrapped up, when we first query for this conversation it has an end date for when the conversation ended but is not wrapped up.
This is correct. Genesys Cloud provides analytics data as a service. The data is up to date as of the time it was retrieved. If the conversation is updated later and the data is queried again, you will receive the updated data.
Darren_West, post:1, topic:7509
I have also observed that this endpoint ignores the time part of the interval and returns you the entire day of the interval whatever you set the time.
GET /api/v2/analytics/conversations/{conversationId}/details does not have an interval property. Maybe you're referring to POST /api/v2/analytics/conversations/details/query? If so, take note of the description for interval:
Results will include conversations that both started on a day touched by the interval AND either started, ended, or any activity during the interval.
Darren_West | 2020-04-09 10:05:47 UTC | #3
Great thanks for getting back to me.
- In this scenario I perform a query to get all voice conversations that have a conversationEnd expecting to only get calls that have ended. If the call is not wrapped up the conversation is not ended and hence I should not be returned the call and it should not have a conversationEnd?
- Is there a way I can build a filter to only get calls where every agent on the call has wrapped up?
- Okay thanks for clearing that up. I saw the documentation, I was confused by the fact the api takes the interval as a DateTime but only uses the date and wondered if it was a mistake.
tim.smith | 2020-04-09 18:00:16 UTC | #4
Darren_West, post:3, topic:7509
In this scenario I perform a query to get all voice conversations that have a conversationEnd expecting to only get calls that have ended. If the call is not wrapped up the conversation is not ended and hence I should not be returned the call and it should not have a conversationEnd?
Conversations can be updated after they have an end time. In those cases, the end time will be updated to reflect the new data.
Darren_West, post:3, topic:7509
there a way I can build a filter to only get calls where every agent on the call has wrapped up?
The only way to do that is to get the conversation details for every conversation you want to consider (e.g. just filter by queue) and inspect each one manually to see if it meets your criteria. It is not possible to create a filter that checks for dimensions on different participants; segment filters either match one or more participants or match no participants.
Darren_West, post:3, topic:7509
I was confused by the fact the api takes the interval as a DateTime but only uses the date
That is not correct. It does consider the time. If a conversation started and ended before or after the time on the interval, it won't be in the results. If you're seeing conversations returned that are 100% outside of the interval and never had any activity during the interval, please open a case with Genesys Cloud Care to investigate.
system | 2020-05-10 18:00:20 UTC | #5
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