bmoya | 2024-05-06 21:46:15 UTC | #1
Good day, Dear Team,
I request your kind collaboration with the following concern.
We have noticed that when using the api /api/v2/analytics/conversations/details/query when executed for interactions that have a bot flow it does not bring the participantName
Look at the following example:
Bot flow: { "id": "37a3b38b-5fbb-473c-9a6e-5d14aff58ed4", "startTime": "2024-04-27T00:57:17.799Z", "endTime": "2024-04-27T17:53:08.234Z", "participants": [ { "id": "75b06eb9-50df-495f-8bd0-e9ba40f66b08", "startTime": "2024-04-27T00:57:17.799Z", "endTime": "2024-04-27T17:53:06.247Z", "connectedTime": "2024-04-27T00:57:17.799Z", "name": "+573125769260", "queueId": "7c53ac12-bc0f-4997-b1f1-53dcaf8e5de6", "queueName": "NOVASACWEBCHAT_01", "purpose": "customer", "wrapupRequired": false, "mediaRoles": [ "full" ],
Chat flow: { "conversationEnd": "2024-05-03T22:12:53.958Z", "conversationId": "364032f7-68ae-4854-af01-68240b78ac66", "conversationStart": "2024-05-03T21:40:22.150Z", "divisionIds": [ "3ed1c145-fba0-4cd2-8b61-a526f31c7185" ], "originatingDirection": "inbound", "surveys": [ { "eventTime": "2024-05-03T22:12:56.212Z", "surveyFormContextId": "832f09ed-0385-4374-a445-6fc6485358fe", "surveyId": "b5508346-ff11-4cd2-8d90-35f612160ad0", "surveyStatus": "OptOut" } ], "participants": [ { "externalContactId": "1022827e-bc78-496c-82a0-5ed0d5152ea2", "participantId": "d9f598e4-ea64-4865-9660-527bdec11d5f", "participantName": "Christian", "purpose": "customer",
We create a customer care case where they tell us that this information is not available but that we can do the following:
"If their purpose is to send the end user's name to the bot, they can simply add it as a parameter to their JSON."
When we asked how this process is done, they asked us to generate a query in this Genesys cloud developer forum.
Is there someone who can clarify this process for us? How would this data be inserted into the JSON returned by the API /api/v2/analytics/conversations/details/query?
Thank you for your time
Cordially,
Brayam Moya
system | 2024-06-05 21:46:46 UTC | #2
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