shotes | 2019-02-28 18:14:03 UTC | #1
I am using the Recordings API to get the transcript for conversations, (api/v2/conversations/{conversationId}/recordings) and I'd like to determine if a message was sent from the PureCloud side to a customer, or vice versa. It seems regardless of the person sending the message, the messages are always sent to the ACD address. There is an option for parsing the 'from' field to see if it is coming from 'guest.orgspan.com' but this seems unreliable as a guest could also not have that address.
Is there a simpler and more reliable method of extracting outbound or inbound information from conversation transcripts?
Shota
shotes | 2019-02-28 18:39:50 UTC | #2
Ah nevermind. I can find that info on the 'purpose' field of the api/v2/analytics/conversations/details/query endpoint.
This brings me to a somewhat related question, but does the api/v2/analytics/conversations/details/query return all conversations including those held between PureCloud users, or does this only return PureCloud to customer interactions?
If the api/v2/analytics/conversations/details/query returns all conversations including those between PureCloud users, is the 'customer' value for the 'purpose' field the only one assigned to external customers, or could they possibly take on other values in the 'purpose' field?
tim.smith | 2019-03-01 14:50:30 UTC | #3
shotes, post:2, topic:4701
does the api/v2/analytics/conversations/details/query return all conversations including those held between PureCloud users, or does this only return PureCloud to customer interactions?
Analytics returns everything that's a conversation.
held between PureCloud users
If you're talking about voice, that's a conversation. If you're talking about business (non-ACD) chat, that is not a conversation.
system | 2019-04-01 14:50:32 UTC | #4
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This post was migrated from the old Developer Forum.
ref: 4701