Genesys Cloud - Main

Hello, we are newly integrating Genesys Purecloud. I am our data analyst for this project.

I am trying to export granular call data to work with for our own analyses. I am using the API calls through Postman. Everything appears set up ok and I am mass exporting the details through conversation detail job, and using Excel Powerquery to parse the Json file export.

Everything looks great, I believe I understand the data. However, the one missing link is I cannot distinguish which participant in the conversation, which of our agents it is. The "ParticipantName" field for any of our agents is blank for "mediaType" = "voice", while our agents' names show correctly for email conversation details. They have a participantID, but that appears to change from conversation to conversation.

I have attached demonstrative screen capture.

Is there a way to determine which of our agents is which participant in a voice conversation?

(I've also submitted this as ticket.  Not sure if this is unkosher behavior, but I figure consult both.)
#Reporting/Analytics

------------------------------
Scott Lipton
InterWorld Highway
------------------------------

The agent is identified by the userId in the data returned by /api/v2/analytics/conversations/details/query:


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-21-2019 11:22
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Hello, we are newly integrating Genesys Purecloud. I am our data analyst for this project.

I am trying to export granular call data to work with for our own analyses. I am using the API calls through Postman. Everything appears set up ok and I am mass exporting the details through conversation detail job, and using Excel Powerquery to parse the Json file export.

Everything looks great, I believe I understand the data. However, the one missing link is I cannot distinguish which participant in the conversation, which of our agents it is. The "ParticipantName" field for any of our agents is blank for "mediaType" = "voice", while our agents' names show correctly for email conversation details. They have a participantID, but that appears to change from conversation to conversation.

I have attached demonstrative screen capture.

Is there a way to determine which of our agents is which participant in a voice conversation?

(I've also submitted this as ticket.  Not sure if this is unkosher behavior, but I figure consult both.)
#Reporting/Analytics

------------------------------
Scott Lipton
InterWorld Highway
------------------------------

Thanks, you're right.  It seems Excel Powerquery is eliminating that data for some reason.  Perhaps it tries to auto-translate userId into user name, and fails on voice calls for some reason.  In any case, the issue is no longer with Purecloud.  Good to go here.

------------------------------
Scott Lipton
InterWorld Highway
------------------------------

Original Message:
Sent: 10-21-2019 13:26
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

The agent is identified by the userId in the data returned by /api/v2/analytics/conversations/details/query:

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 11:22
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Hello, we are newly integrating Genesys Purecloud. I am our data analyst for this project.

I am trying to export granular call data to work with for our own analyses. I am using the API calls through Postman. Everything appears set up ok and I am mass exporting the details through conversation detail job, and using Excel Powerquery to parse the Json file export.

Everything looks great, I believe I understand the data. However, the one missing link is I cannot distinguish which participant in the conversation, which of our agents it is. The "ParticipantName" field for any of our agents is blank for "mediaType" = "voice", while our agents' names show correctly for email conversation details. They have a participantID, but that appears to change from conversation to conversation.

I have attached demonstrative screen capture.

Is there a way to determine which of our agents is which participant in a voice conversation?

(I've also submitted this as ticket.  Not sure if this is unkosher behavior, but I figure consult both.)
#Reporting/Analytics

------------------------------
Scott Lipton
InterWorld Highway
------------------------------

That's weird. I'll have to play with Powerquery a bit.

Anywho, at least you have something to go on.

The Interactions export is almost GA, so you should be able to use that soon as well.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-21-2019 14:10
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Thanks, you're right.  It seems Excel Powerquery is eliminating that data for some reason.  Perhaps it tries to auto-translate userId into user name, and fails on voice calls for some reason.  In any case, the issue is no longer with Purecloud.  Good to go here.

------------------------------
Scott Lipton
InterWorld Highway

Original Message:
Sent: 10-21-2019 13:26
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

The agent is identified by the userId in the data returned by /api/v2/analytics/conversations/details/query:

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 11:22
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Hello, we are newly integrating Genesys Purecloud. I am our data analyst for this project.

I am trying to export granular call data to work with for our own analyses. I am using the API calls through Postman. Everything appears set up ok and I am mass exporting the details through conversation detail job, and using Excel Powerquery to parse the Json file export.

Everything looks great, I believe I understand the data. However, the one missing link is I cannot distinguish which participant in the conversation, which of our agents it is. The "ParticipantName" field for any of our agents is blank for "mediaType" = "voice", while our agents' names show correctly for email conversation details. They have a participantID, but that appears to change from conversation to conversation.

I have attached demonstrative screen capture.

Is there a way to determine which of our agents is which participant in a voice conversation?

(I've also submitted this as ticket.  Not sure if this is unkosher behavior, but I figure consult both.)
#Reporting/Analytics

------------------------------
Scott Lipton
InterWorld Highway
------------------------------

I found the issue, it's a simple oversight on my part.  In Powerquery, when you expand a compressed data column to show all the subdata, in this case expanding the participants list column, I didn't realize until now that Excel does *not* always by default offer to expand the column into *all* of the subdata. 

In this case, when you try to expand the "participant" column into subdata, the default offer of subdata columns to expand to does *not* include the "userID" column.  This is remedied by clicking the "Load more" text, next to warning "List may be incomplete".  I have not had a ton of Powerquery experience, but have used it some, never realized it can withhold some columns by default. 

Thus, this is a great lesson learned in general here.  There may be lots of extra available data in various Powerqueries I've made, that I didn't know existed.

------------------------------
Scott Lipton
InterWorld Highway
------------------------------

Original Message:
Sent: 10-21-2019 14:12
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

That's weird. I'll have to play with Powerquery a bit.

Anywho, at least you have something to go on.

The Interactions export is almost GA, so you should be able to use that soon as well.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 14:10
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Thanks, you're right.  It seems Excel Powerquery is eliminating that data for some reason.  Perhaps it tries to auto-translate userId into user name, and fails on voice calls for some reason.  In any case, the issue is no longer with Purecloud.  Good to go here.

------------------------------
Scott Lipton
InterWorld Highway

Original Message:
Sent: 10-21-2019 13:26
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

The agent is identified by the userId in the data returned by /api/v2/analytics/conversations/details/query:

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 11:22
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Hello, we are newly integrating Genesys Purecloud. I am our data analyst for this project.

I am trying to export granular call data to work with for our own analyses. I am using the API calls through Postman. Everything appears set up ok and I am mass exporting the details through conversation detail job, and using Excel Powerquery to parse the Json file export.

Everything looks great, I believe I understand the data. However, the one missing link is I cannot distinguish which participant in the conversation, which of our agents it is. The "ParticipantName" field for any of our agents is blank for "mediaType" = "voice", while our agents' names show correctly for email conversation details. They have a participantID, but that appears to change from conversation to conversation.

I have attached demonstrative screen capture.

Is there a way to determine which of our agents is which participant in a voice conversation?

(I've also submitted this as ticket.  Not sure if this is unkosher behavior, but I figure consult both.)
#Reporting/Analytics

------------------------------
Scott Lipton
InterWorld Highway
------------------------------

Ok. Thanks for letting us know!

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-21-2019 14:49
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

I found the issue, it's a simple oversight on my part.  In Powerquery, when you expand a compressed data column to show all the subdata, in this case expanding the participants list column, I didn't realize until now that Excel does *not* always by default offer to expand the column into *all* of the subdata.

In this case, when you try to expand the "participant" column into subdata, the default offer of subdata columns to expand to does *not* include the "userID" column.  This is remedied by clicking the "Load more" text, next to warning "List may be incomplete".  I have not had a ton of Powerquery experience, but have used it some, never realized it can withhold some columns by default.

Thus, this is a great lesson learned in general here.  There may be lots of extra available data in various Powerqueries I've made, that I didn't know existed.

------------------------------
Scott Lipton
InterWorld Highway

Original Message:
Sent: 10-21-2019 14:12
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

That's weird. I'll have to play with Powerquery a bit.

Anywho, at least you have something to go on.

The Interactions export is almost GA, so you should be able to use that soon as well.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 14:10
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Thanks, you're right.  It seems Excel Powerquery is eliminating that data for some reason.  Perhaps it tries to auto-translate userId into user name, and fails on voice calls for some reason.  In any case, the issue is no longer with Purecloud.  Good to go here.

------------------------------
Scott Lipton
InterWorld Highway

Original Message:
Sent: 10-21-2019 13:26
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

The agent is identified by the userId in the data returned by /api/v2/analytics/conversations/details/query:

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 11:22
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Hello, we are newly integrating Genesys Purecloud. I am our data analyst for this project.

I am trying to export granular call data to work with for our own analyses. I am using the API calls through Postman. Everything appears set up ok and I am mass exporting the details through conversation detail job, and using Excel Powerquery to parse the Json file export.

Everything looks great, I believe I understand the data. However, the one missing link is I cannot distinguish which participant in the conversation, which of our agents it is. The "ParticipantName" field for any of our agents is blank for "mediaType" = "voice", while our agents' names show correctly for email conversation details. They have a participantID, but that appears to change from conversation to conversation.

I have attached demonstrative screen capture.

Is there a way to determine which of our agents is which participant in a voice conversation?

(I've also submitted this as ticket.  Not sure if this is unkosher behavior, but I figure consult both.)
#Reporting/Analytics

------------------------------
Scott Lipton
InterWorld Highway
------------------------------

Np, thanks again.

------------------------------
Scott Lipton
InterWorld Highway
------------------------------

Original Message:
Sent: 10-21-2019 14:51
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Ok. Thanks for letting us know!

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 14:49
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

I found the issue, it's a simple oversight on my part.  In Powerquery, when you expand a compressed data column to show all the subdata, in this case expanding the participants list column, I didn't realize until now that Excel does *not* always by default offer to expand the column into *all* of the subdata.

In this case, when you try to expand the "participant" column into subdata, the default offer of subdata columns to expand to does *not* include the "userID" column.  This is remedied by clicking the "Load more" text, next to warning "List may be incomplete".  I have not had a ton of Powerquery experience, but have used it some, never realized it can withhold some columns by default.

Thus, this is a great lesson learned in general here.  There may be lots of extra available data in various Powerqueries I've made, that I didn't know existed.

------------------------------
Scott Lipton
InterWorld Highway

Original Message:
Sent: 10-21-2019 14:12
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

That's weird. I'll have to play with Powerquery a bit.

Anywho, at least you have something to go on.

The Interactions export is almost GA, so you should be able to use that soon as well.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 14:10
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Thanks, you're right.  It seems Excel Powerquery is eliminating that data for some reason.  Perhaps it tries to auto-translate userId into user name, and fails on voice calls for some reason.  In any case, the issue is no longer with Purecloud.  Good to go here.

------------------------------
Scott Lipton
InterWorld Highway

Original Message:
Sent: 10-21-2019 13:26
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

The agent is identified by the userId in the data returned by /api/v2/analytics/conversations/details/query:

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 11:22
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Hello, we are newly integrating Genesys Purecloud. I am our data analyst for this project.

I am trying to export granular call data to work with for our own analyses. I am using the API calls through Postman. Everything appears set up ok and I am mass exporting the details through conversation detail job, and using Excel Powerquery to parse the Json file export.

Everything looks great, I believe I understand the data. However, the one missing link is I cannot distinguish which participant in the conversation, which of our agents it is. The "ParticipantName" field for any of our agents is blank for "mediaType" = "voice", while our agents' names show correctly for email conversation details. They have a participantID, but that appears to change from conversation to conversation.

I have attached demonstrative screen capture.

Is there a way to determine which of our agents is which participant in a voice conversation?

(I've also submitted this as ticket.  Not sure if this is unkosher behavior, but I figure consult both.)
#Reporting/Analytics

------------------------------
Scott Lipton
InterWorld Highway
------------------------------

I did some playing with the Excel Powerquery in Office 365 (where it is built into the Data>Get Data menu). Pretty cool--I hadn't see it before, didn't know I could import JSON that way.

This is extra info for other folks who might stumble onto this thread, Scott, so you can ignore :-)

In the Office 365 variant, when you first do the import and Convert to Table, there is a double-ended arrow at the top right of columns that have more data. You can click it and choose an option to expand the list data, either by extracting the values to that column based on the delimeter or Expand to New Rows:

Good stuff!

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-21-2019 15:05
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Np, thanks again.

------------------------------
Scott Lipton
InterWorld Highway

Original Message:
Sent: 10-21-2019 14:51
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Ok. Thanks for letting us know!

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 14:49
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

I found the issue, it's a simple oversight on my part.  In Powerquery, when you expand a compressed data column to show all the subdata, in this case expanding the participants list column, I didn't realize until now that Excel does *not* always by default offer to expand the column into *all* of the subdata.

In this case, when you try to expand the "participant" column into subdata, the default offer of subdata columns to expand to does *not* include the "userID" column.  This is remedied by clicking the "Load more" text, next to warning "List may be incomplete".  I have not had a ton of Powerquery experience, but have used it some, never realized it can withhold some columns by default.

Thus, this is a great lesson learned in general here.  There may be lots of extra available data in various Powerqueries I've made, that I didn't know existed.

------------------------------
Scott Lipton
InterWorld Highway

Original Message:
Sent: 10-21-2019 14:12
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

That's weird. I'll have to play with Powerquery a bit.

Anywho, at least you have something to go on.

The Interactions export is almost GA, so you should be able to use that soon as well.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 14:10
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Thanks, you're right.  It seems Excel Powerquery is eliminating that data for some reason.  Perhaps it tries to auto-translate userId into user name, and fails on voice calls for some reason.  In any case, the issue is no longer with Purecloud.  Good to go here.

------------------------------
Scott Lipton
InterWorld Highway

Original Message:
Sent: 10-21-2019 13:26
From: George Ganahl
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

The agent is identified by the userId in the data returned by /api/v2/analytics/conversations/details/query:

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-21-2019 11:22
From: Scott Lipton
Subject: Conversation Detail info isn't showing "participantName" for our agents in "voice" conversations

Hello, we are newly integrating Genesys Purecloud. I am our data analyst for this project.

I am trying to export granular call data to work with for our own analyses. I am using the API calls through Postman. Everything appears set up ok and I am mass exporting the details through conversation detail job, and using Excel Powerquery to parse the Json file export.

Everything looks great, I believe I understand the data. However, the one missing link is I cannot distinguish which participant in the conversation, which of our agents it is. The "ParticipantName" field for any of our agents is blank for "mediaType" = "voice", while our agents' names show correctly for email conversation details. They have a participantID, but that appears to change from conversation to conversation.

I have attached demonstrative screen capture.

Is there a way to determine which of our agents is which participant in a voice conversation?

(I've also submitted this as ticket.  Not sure if this is unkosher behavior, but I figure consult both.)
#Reporting/Analytics

------------------------------
Scott Lipton
InterWorld Highway
------------------------------